Customer Experience/Service Design Consultant

B2e Consulting; Greater London; Hybrid; GBP 60,000 - 95,000; Full time

Job summary

B2e Consulting in London seeks a senior consultant to redesign customer journeys and improve how employees access a complex internal service for a major UK central government organisation. You will simplify contact channels, create a single entry point and map future-state processes.

You will lead workshops, map end-to-end journeys, design triage and routing, engage stakeholders, and identify opportunities for automation and AI.

Qualifications

• Significant hands-on CX or service design experience in a complex, multi-stakeholder organisation.
• Track record of analysing and redesigning end-to-end customer or employee journeys.
• Experience improving service entry points and designing triage, workflow or case-management processes.

Responsibilities

• Identify and assess existing routes into the service, including contact types, volumes and user pain points.
• Design an approach to consolidating enquiries into a single, accessible point of entry while maintaining service quality.
• Develop future-state customer journeys and internal processes for triage, routing, ownership, tracking and resolution of requests.
• Define requirements for structured capture and analysis of request data to support service insight and improvement.
• Document workable interim arrangements where technology changes or dependencies remain outstanding.
• Collaborate with change and communications teams to support stakeholder understanding, engagement and adoption.
• Provide constructive review and input to longer-term service design and alignment with the developing operating model.
• Identify and prioritise opportunities to use technology, automation and AI to improve the management of requests.

Skills

CX

Service Design

Journey Mapping

Stakeholder Engagement

Triage & Routing

Automation & AI

Job description

Do you have experience redesigning customer journeys and improving how people access and interact with complex internal services?

This consulting opportunity is to support our client, a major UK central government organisation, in improving the experience of employees accessing a specialist internal service. Working alongside an established client team, the consultant will help simplify existing contact channels, design an effective single point of entry and create practical future-state service processes.

The project needs a consultant who has:

• strong customer experience (CX) and service design expertise, including current- and future-state journey mapping
• experience simplifying multiple customer contact channels into a more consistent and accessible service
• practical experience designing request intake, triage, routing and tracking processes
• strong stakeholder engagement skills and a collaborative, user-centred approach
• the ability to identify proportionate opportunities for tooling, automation and AI

Key services:

The key services that you will be asked to provide are:

• identify and assess existing routes into the service, including contact types, volumes and user pain points
• design an approach to consolidating enquiries into a single, accessible point of entry while maintaining service quality
• develop future-state customer journeys and internal processes for triage, routing, ownership, tracking and resolution of requests
• define requirements for structured capture and analysis of request data to support service insight and improvement
• document workable interim arrangements where technology changes or dependencies remain outstanding
• collaborate with change and communications teams to support stakeholder understanding, engagement and adoption
• provide constructive review and input to longer-term service design and alignment with the developing operating model
• identify and prioritise opportunities to use technology, automation and AI to improve the management of requests

Mandatory Requirements:

Successful consultants will be able to demonstrate:

• significant hands‑on CX or service design experience in a complex, multi‑stakeholder organisation
• a track record of analysing and redesigning end‑to‑end customer or employee journeys
• experience improving service entry points and designing triage, workflow or case‑management processes
• ability to use qualitative insights and operational data to develop evidence‑based service recommendations
• excellent workshop facilitation, stakeholder engagement and clear process documentation skills
• ability to translate service concepts into practical designs and an agreed action plan

Optional Requirements:

It will also be advantageous if you have:

• experience improving internal employee services, shared services or services within the public sector
• exposure to workflow tooling, service management platforms, automation or AI‑enabled triage
• experience aligning service improvements with an evolving target operating model

Working Pattern: London / hybrid

Contract Type: Inside IR35

Start: ASAP

Duration: End March 2027