2139 - Customer Experience Journey and Service Design Lead

1 year(s) 0 month(s)

Are you passionate about designing services that truly meet customer needs? Do you thrive in roles where innovation, collaboration, and purpose come together?

We’re looking for a Customer Experience Journey and Service Design Lead to help shape the future of customer interactions at CITB. This is your chance to join a mission-led organisation where your work will have a tangible impact on how thousands of people engage with vital services that support the UK construction industry.

You’ll lead the charge in designing seamless, meaningful customer journeys — from discovery to delivery — using human-centred design, data insights, and cross-functional collaboration. If you’re ready to drive transformation and embed customer-first thinking at the heart of everything we do, we’d love to hear from you.

Role: Customer Experience Journey and Service Design LeadLocation: Peterborough (Hybrid), 1 - 2 office days per weekHours of Work: Full-time (35 hours per week)Contract: Fixed Term (12 months)Grade: SC4Target Salary: £53,303 + £6,799 Car Allowance Annually

What You’ll Be Doing:

As the Customer Experience Journey and Service Design Lead, you will be responsible for shaping and delivering end-to-end customer journeys that are intuitive, efficient, and emotionally resonant. You will lead the design and continuous improvement of services by applying human-centred design principles, ensuring that customer needs are at the heart of every interaction and process.

Customer Journey Leadership

Map and analyse current-state customer journeys across key touchpoints and channels.
Identify pain points, gaps, and opportunities to enhance customer experience.
Design future-state journeys that align with business goals and customer expectations.
Collaborate with Data, Digital, CX, and Operational teams to validate and implement journey improvements.

Service Design & Innovation

Lead service design workshops and co-creation sessions with customers, frontline teams, and stakeholders.
Develop service blueprints, personas, and experience prototypes to visualise and test new concepts.
Embed design thinking methodologies across the organisation to foster a culture of innovation.

CX Strategy & Governance

Support the development and execution of the overall customer experience strategy.
Define and track key CX metrics (e.g. CSAT, CES) to measure impact and drive accountability.
Champion customer-centric thinking in strategic planning, product development, and service delivery.

Stakeholder Engagement

Act as a trusted advisor to senior leaders, influencing decisions with customer insights and design rationale.
Build strong relationships across departments to ensure alignment and collaboration on CX initiatives.
Work closely with DDaT, CX, Operations and other departments to ensure smooth setup and integration.
Provide regular updates and insights to senior leadership on progress, risks, and opportunities.

Customer Experience Focus

Ensure all journeys are built with a customer-first mindset, incorporating feedback and best practices.
Support the development of omnichannel capabilities (phone, email, chat, social media).

Continuous Improvement

Identify and recommend improvements to processes, tools, and customer journeys.
Benchmark against industry standards and emerging trends.

Reporting

Create and present reports on progress, highlighting key metrics and areas for improvement.

Innovation

Stay current with industry trends and best practices in customer experience and journey design.

Your Experience:

Essential

Proven experience in customer journey mapping, service design, and CX transformation initiatives.
Strong knowledge of design thinking, human-centred design, and agile methodologies.
Proficiency in journey mapping and design tools (e.g., Miro, Smaply, Figma, Adobe XD).
Ability to translate complex problems and customer experience goals into simple, operationally sound solutions.
Experience in contact centre setup and transformation projects, including understanding of relevant technologies and infrastructure.
Skilled in project coordination, stakeholder engagement, and cross-functional collaboration.
Strong analytical, problem-solving, and documentation skills.
Excellent facilitation, storytelling, and communication abilities.
Knowledge of workforce planning, resource forecasting, and compliance standards in customer service environments.

Desirable

Government/Arm’s length bodies/charitable organisations experience.
Background in UX, digital product design, or behavioural science.
Experience in regulated or complex service environments (e.g., financial services, Levy & Grant Management).
Familiarity with customer research techniques and data analysis.
Experience with cloud-based contact centre platforms (e.g., Amazon, Genesys, Microsoft Dynamics).
Knowledge of industry-standard CX tools and methodologies.

Other Requirements

Travel throughout GB will be required (Newcastle, York, Bircham Newton, Peterborough, London, Newport).
Full UK Driving license is required.
Present as required at project and programme board team events, internal live events.

For full details, please refer to the Role Profile.

What You’ll Get in Return:

Free onsite parking
25 days holiday + bank holidays + 3 days Christmas shutdown
Generous pension scheme (up to 9% employer contribution)
Life assurance (4x salary)
2 paid volunteering days per year
24/7 GP Services
Professional development & funded training qualifications
Employee Assistance Programme — because your wellbeing matters

Why Join CITB?

CITB has a clear purpose — to support the construction industry to have the skilled, competent, and inclusive workforce it needs, now and in the future.

Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes with impact. We’re focused on addressing the industry's most pressing challenges — from meeting current demand, to preparing for future skills needs.

Closing Date

Please note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis; therefore, early applications are encouraged to avoid disappointment.

For general queries regarding your application, please contact our Talent Acquisition Team on careers@citb.co.uk

For general queries regarding your application, please contact our customer contact services CITB-recruitment-enquiries@gov.sscl.com or 0345 241 5364.

16/10/2025, 23:55 hours

our Behavioural competency frameworkand CITB's values.