Customer Experience Designer

Elexon; Greater London; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Bonus

Private medical insurance

Generous pension scheme

Job summary

Elexon is seeking a Customer Experience Designer (Grade 11) to join the Customer Experience team on a permanent basis. You will lead the design and continuous improvement of customer journeys and services, ensuring customer needs are at the heart of how Elexon delivers its products and services.

You will work across Operations, Product, Digital and Customer Support, using customer insight and data-driven decision making to create seamless experiences supporting the evolving electricity market

Qualifications

• Proven experience designing or improving customer services, customer journeys or business processes.
• Strong knowledge of service design methodologies, tools and frameworks.
• Experience mapping end-to-end customer journeys and identifying improvement opportunities.
• Ability to use customer insight and data to inform service design decisions.
• Excellent facilitation and stakeholder management skills.

Responsibilities

• Lead the design and improvement of end-to-end customer journeys and services.
• Develop current-state and future-state service designs to improve outcomes and efficiency.
• Map customer journeys, service interactions and business processes to identify pain points.
• Use customer insight, data and stakeholder feedback to inform design decisions.
• Facilitate workshops and collaborative sessions with stakeholders to co-create solutions.
• Influence product, operational and strategic decisions with service design guidance.

Skills

Customer journey design

Stakeholder engagement

End-to-end service design

Facilitation

Communication

Visual storytelling

Job description

We have an exciting opportunity for a Customer Experience Designer (Grade 11) to join our Customer Experience team on a permanent basis. This role is central to shaping how customers experience Elexon’s services, ensuring they are intuitive, efficient and designed around customer needs.

You’ll play a key role in leading service design activities across Elexon, working with colleagues across Operations, Product, Digital and Customer Support to understand customer journeys, identify opportunities for improvement and design services that deliver better outcomes. Using customer insight, service design methodologies and data-driven decision making, you’ll help create seamless experiences that support the evolving electricity market and the transition to Net Zero.

What you’ll do:

As a Customer Experience Designer, you’ll lead the design and continuous improvement of customer journeys and services, ensuring customer needs remain at the heart of how Elexon delivers its products and services.

• Lead the design and improvement of end-to-end customer journeys and services, ensuring they deliver value for customers, colleagues and the wider organisation.


• Develop current-state and future-state service designs, identifying opportunities to improve customer outcomes and operational efficiency.


• Map customer journeys, service interactions and business processes, identifying pain points, inefficiencies and opportunities for improvement.


• Use customer insight, operational data and stakeholder feedback to inform service design decisions and prioritise improvements.


• Facilitate workshops and collaborative sessions to bring together stakeholders, explore challenges and co-create effective solutions.


• Influence product, operational and strategic decisions by providing expert service design guidance and evidence-based recommendations.


• Develop and embed service design frameworks, standards and best practice, helping establish a consistent approach across Elexon.


• Champion customer-centred design principles, ensuring customer needs are considered throughout service development and improvement initiatives.


• Coach and support colleagues in service design methods, journey mapping and customer experience best practice, helping build capability across the organisation.


• Support strategic transformation programmes and continuous improvement initiatives that enhance the services Elexon provides to customers and industry stakeholders.

What you’ll bring:

We’re looking for someone who combines strong service design expertise with excellent stakeholder engagement skills and a passion for improving customer experiences.

• Proven experience designing or improving customer services, customer journeys or business processes.


• Strong knowledge of service design methodologies, tools and frameworks, with the ability to apply them in complex environments.


• Experience mapping and analysing end-to-end customer journeys, identifying opportunities to improve services and remove customer pain points.


• The ability to use customer insight, operational data and evidence to inform decision making and shape service improvements.


• Excellent facilitation and stakeholder management skills, with experience bringing together multidisciplinary teams to solve complex problems.


• Strong communication and visual storytelling skills, with the ability to present ideas clearly to both technical and non-technical audiences.


• The ability to balance customer, operational and business needs when designing solutions.


• A collaborative, proactive approach with strong planning, organisation and problem-solving skills.


• Confidence working in ambiguous environments and helping shape solutions where requirements are still evolving.


• Experience working in digital, customer experience or operational environments.


• Knowledge of user-centred design principles and customer research techniques.


• Experience supporting business transformation or organisational change programmes.


• An understanding of service performance measures, customer metrics and continuous improvement methodologies.


• Experience working within a regulated industry or other complex operational environment.

What’s in it for you:

• Up to £60,000 salary


• Excellent benefits including bonus, private medical insurance and generous pension scheme


• The opportunity to work within a thriving organisation which can support your growth and development


• We operate a hybrid working approach with 2 days in our London office

Our culture

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want:

• Provide true equality of opportunity


• Attract and retain diverse talent


• Listen to all voices


• Be representative of the communities we work in


• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voices

Ready to make an impact?

Join us and help shape the future of energy services.