1st Formations

Customer Experience Lead

1st Formations

full-time

Posted on:

Location Type: Hybrid

Location: Covent Garden • United Kingdom

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Salary

💰 £65,000 - £75,000 per year

Job Level

Senior

About the role

  • Own and evolve the end-to-end customer experience
  • Identify friction across the customer journey and reduce avoidable contact
  • Design simple, intuitive services that enable customers to self-serve effectively
  • Combine customer insight, data analysis, and service design to improve journeys
  • Work cross-functionally with product, support, and operations to deliver measurable improvements
  • Analyse customer contact drivers and establish reporting on trends
  • Map and maintain end-to-end customer journeys and prioritise improvements
  • Design and optimise services to be simple and scalable
  • Partner with product and UX teams to improve digital touchpoints
  • Track and report on impact (e.g. contact reduction, CSAT, effort scores)

Requirements

  • Proven experience in Customer Experience, Service Design, or Journey Management roles
  • Strong analytical skills with the ability to interpret customer and operational data
  • Experience mapping and improving end-to-end customer journeys
  • Understanding of contact centre operations and drivers of customer demand
  • Experience designing or improving digital/self-service experiences
  • Excellent stakeholder management and cross-functional collaboration
  • Ability to move between strategy and hands-on execution
  • Experience in fast-paced, scaling, or digital-first businesses (desirable)
  • Familiarity with CX metrics (CSAT, NPS, CES) and contact centre KPIs (desirable)
  • Background in UX, product (desirable)
  • Experience implementing service design frameworks or methodologies (desirable)
Benefits
  • Competitive salary and comprehensive benefits package
  • Hybrid working model (London-based roles) or office-based
  • Real opportunities for progression as the business scales
  • The chance to influence both customer experience and product development
  • A culture that values ownership, impact, and continuous learning
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experienceservice designjourney managementdata analysiscustomer journey mappingdigital self-service designCX metricscontact centre operationsservice design frameworkscontact centre KPIs
Soft Skills
analytical skillsstakeholder managementcross-functional collaborationstrategic thinkinghands-on execution