Consultant – Customer Experience Design

Moorhouse; Greater London; Hybrid; GBP 36,000 - 60,000; Full time

Benefits offered by this job

Life Assurance

Private Medical Insurance

Group Pension Scheme

Perkbox benefits

Parental pay

Flexible working

Hybrid working

Job summary

Moorhouse, a London-based transformation consultancy, seeks a Customer Experience professional to help shape and deliver customer-centric projects for diverse clients. You will work across journey mapping, service design, and research to craft meaningful experiences and measurable outcomes.

You will join a collaborative, fast-moving team that values curiosity, integrity and practical problem solving, with hybrid working closer to clients in central London.

Qualifications

• 2+ years’ consulting experience, or 4+ years in industry with customer experience projects.
• Experience in journey mapping, service blueprinting, qualitative and quantitative research and customer/user segmentation.
• Analytical mindset with ability to conduct qualitative and quantitative analysis to identify customer needs and pain points.
• Strong interpersonal and communication skills with an ability to build trust.
• Commercial awareness and experience contributing to business development and client conversations.
• Experience delivering customer-centric Operating Model and/or Strategy work is advantageous.

Responsibilities

• Contribute to and shape how Moorhouse runs the Customer Experience offering, including bids and propositions.
• Support internal initiatives that strengthen culture, ways of working and impact.

Skills

Consulting experience

Human-centered design

Customer experience

Journey mapping

Service design

Qualitative research

Quantitative analysis

Stakeholder communication

Job description

We are a dynamic consulting firm, focused on delivering sustainable change. We help our clients succeed in their long-term goals by turning strategy into action through exceptional delivery and a commitment to building a culture of change. As a transformation consultancy, we work with clients to shape the way they operate, deliver services and manage their people – helping them adapt to disruption and thrive in a changing world.

We pride ourselves on being proactive, collaborative and straightforward team players. We move fast as a team, and honesty and integrity are key to how we work. You’ll be part of a supportive and high-performing team that shares the load, looks after each other and celebrates success together. You can expect an exciting and varied career that will stretch and develop you, with opportunities to help organisations respond to change and deliver lasting impact.

We don’t do politics, egos or personal agendas, it consumes too much time and distracts us from being successful together.

Moorhouse is currently unable to offer visa sponsorship for this role. Unfortunately, this means we are not able to progress applications from candidates who would require sponsorship now or in the future.

Customer Experience at Moorhouse

Our customer experience consulting is focused on helping organisations get closer to the people they serve and shape interactions that feel distinctive. At Moorhouse we unite design with strategy and operating model and focus on changes that are meaningful for customers and users and tangible for organisations to deliver and achieve results.

Essential skills

What are we looking for?

Potential is what excites us so we are keen to hear from people who want to build on their experience in an organisation that invests in their professional development from day one. This isn’t just about skills for the job but skills for life – mindset, adaptability, resilience and leadership to name just a few. You will have opportunities to contribute to and shape how we run the business, and in doing so will have experiences that will undoubtedly contribute to your accelerated growth and development.

We are looking for curious and creative problem-solvers who are passionate about designing customer and human-centred experiences.

In addition to this, you will have:

• 2+ years’ consulting experience, or 4+ years in industry with a track record of supporting or delivering customer experience, service design or customer‑centric transformation projects
• Enthusiasm for human‑centred design– with a genuine interest in understanding people’s needs, behaviours and motivations to shape better services and experiences.
• Experience supporting the design and delivery of customer experience projects, which may include journey mapping, service blueprinting, qualitative and quantitative research and customer/user segmentation.
• An analytical mindset, with the ability to conduct qualitative and quantitative analysis to identify customer needs and pain points and generate insight.
• Strong interpersonal and communication skills, with an ability to build trust
• Commercial awareness and experience contributing to business development, which could include proposal development, bid writing, identifying opportunities, or helping shape client conversations
• Experience delivering customer‑centric Operating Model and / or Strategy work be advantageous but not essential.

We’re open to candidates with cross‑sector experience who bring curiosity, sound judgement and the ability to adapt to new client contexts.

You will also have opportunities to contribute to the growth of our Customer Experience offering, including bids and propositions, and support internal initiatives that strengthen our culture, ways of working and impact.

• A total cash package of up to £60,150 including a base salary of £45,150 and a combination of personal and company bonuses that are paid every six months.
• 25 days annual leave increasing by one day for every full year of service to a maximum of 30 days with the option to buy or sell up to five days of annual leave per year.
• Life Assurance, Private Medical Insurance, Group Personal Pension Scheme and a range of discounted lifestyle and well‑being benefits through Perkbox.
• Enhanced family‑friendly package: generous parental pay, flexible working options, and paid time off for family commitments so you can balance work and home life with confidence.
• Inclusive Culture and Community: a wide range of employee resource groups that encourage collaboration, peer support and offer learning and education opportunities across the business and create a strong sense of belonging across the business.
• A culture without promotion quotas or forced performance curves, we recognise and reward performance consistently and transparently across the firm

Our office is based near Liverpool Street in central London, though we support flexible and hybrid working and expect you to spend time with clients at their offices.

Moorhouse is proud to be an equal opportunities employer, and our values underpin a working environment that is inclusive for all those who work for us. We encourage people to bring their whole selves to work, contribute ideas, take the initiative and be responsible for their impact on others internally and externally.