2139 - Customer Experience Journey and Service Design Lead

Construction Industry Training Board; Peterborough; Hybrid; GBP 54,000; Full time

Job summary

A mission-led organization is seeking a Customer Experience Journey and Service Design Lead based in Peterborough. This full-time role involves leading the design of customer journeys using human-centred design and data insights. You will collaborate across teams to enhance customer experiences. The ideal candidate has proven experience in service design and is familiar with agile methodologies. Competitive salary of £53,303 plus benefits, including 25 days holiday and pension scheme.

Benefits

Free onsite parking

25 days holiday + bank holidays + 3 days Christmas shutdown

Generous pension scheme

Life assurance

Professional development opportunities

Qualifications

• Proven experience in customer journey mapping and service design.
• Strong knowledge of design thinking and agile methodologies.
• Ability to translate customer experience goals into operational solutions.

Responsibilities

• Shape and deliver end-to-end customer journeys.
• Lead the design of services by applying human-centred design principles.
• Map and analyse current-state customer journeys.

Skills

Customer journey mapping

Service design

Design thinking

Human-centred design

Agile methodologies

Journey mapping tools

Tools

Miro

Smaply

Figma

Adobe XD

Job description

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 Details

Role: Customer Experience Journey and Service Design Lead
Location: Peterborough (Hybrid), 1 - 2 office days per week
Hours of Work: Full-time (35 hours per week)
Contract: Fixed Term (12 months)
Grade: SC4
Target Salary: £53,303 + £6,799 Car Allowance Annually

Responsibilities

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.

Key Responsibilities

• 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.

Requirements

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.

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).

What You’ll Get in Return

We offer a range of benefits, including free onsite parking, 25 days holiday + bank holidays + 3 days Christmas shutdown, generous pension scheme, life assurance, and professional development opportunities.

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.