Customer Experience Designer - End-to-End Journeys

People's Partnership; Crawley; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Generous pension

Real living wage

Income protection

Healthcare

Parental leave

Learning & study support

Travel season tickets

Volunteering days

Onsite gym

Social clubs

Job summary

People's Partnership is seeking a Customer Experience Specialist to craft seamless journeys and drive loyalty across pension products. You will map end-to-end customer journeys, identify pain points, and implement improvements with cross-functional teams.

The role emphasises accurate product communications and regulatory alignment to enhance customer value. The position offers a hybrid working environment, generous benefits, and opportunities to contribute to a not-for-profit mission focused on

Qualifications

• Experience in documenting and improving customer journeys.
• Ability to map end-to-end customer journeys and identify pain points.
• Ability to work with project teams to document business requirements.
• Experience ensuring product communications reflect features and comply with regulations.

Responsibilities

• Help design seamless omnichannel experiences with digital and customer service teams.
• Map and optimise customer journeys to improve loyalty and value.
• Identify and mitigate customer detriment and key touchpoints.
• Ensure journeys reflect product propositions consistently across materials.
• Collaborate with Proposition team to approve technically accurate content.
• Maintain a library of materials with dated life-span logs.
• Lead documentation of end-to-end process flows for journeys.
• Liaise to ensure materials meet regulatory requirements.

Skills

Journey mapping

Documentation

Stakeholder collaboration

Job description

People's Partnership is seeking a Customer Experience Specialist to craft seamless journeys and drive loyalty across pension products. You will map end-to-end customer journeys, identify pain points, and implement improvements with cross-functional teams.

The role emphasises accurate product communications and regulatory alignment to enhance customer value. The position offers a hybrid working environment, generous benefits, and opportunities to contribute to a not-for-profit mission focused on