Customer Journey Designer

Service Design Jobs; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual leave

Pension

Maternity/paternity pay

Employee assistance

Health plan

Staff discounts

Cycle to work

Life assurance

Job summary

Notting Hill Genesis is recruiting a Customer Journey Designer to lead resident research and shape services around home life, repairs and paying rent. You will design research activities, map journeys and translate insights into practical improvements across NHG.

You’ll collaborate with cross-functional teams, present findings to stakeholders and advocate the voice of the customer to drive better resident experiences.

Qualifications

• Experience designing and delivering user research projects that are inclusive and accessible.
• Experience conducting customer research to understand needs, behaviours and experiences.
• Experience designing, documenting, refining and presenting customer research findings including using customer journey maps.
• Strong analytical and empathetic skills, with the ability to understand and visualise complex customer journeys and experiences.
• Proficiency in digital tools and platforms used for research, journey mapping and service design.
• Ability to translate customer insight into clear, actionable recommendations and service improvements.
• Passion for customer-centred design and improving customer experiences through effective journey design.

Responsibilities

• Lead resident research activities, gathering insight through workshops, engagement sessions and other customer research methods to better understand resident experiences, needs and pain points.
• Facilitate inclusive, accessible workshops principally with residents, but also where needed with stakeholders and colleagues to validate findings.
• Create interactive journey maps and design artefacts using digital tools that can be shared, updated and developed across the organisation.
• Work collaboratively with cross-functional teams to ensure solutions translate into practical improvements and innovation opportunities.
• Present research findings and recommendations to Customer Journey Managers and stakeholders, helping inform decision-making and prioritisation.
• Share best practice across the wider Customer Journey & Insight team and champion the voice of the customer throughout NHG.

Skills

User research

Inclusive design

Journey mapping

Analytical skills

Empathy

Research tools

Communication

Job description

Job Introduction

What you’ll do

Are you passionate about understanding residents’ experiences and using their insight and lived experiences to design simpler, more effective services?

We’re looking for a Customer Journey Designer to join our Customer Journey & Insight team and play a key role in helping Notting Hill Genesis design better experiences around the things that matter most to residents, including the home lifecycle, repairs and maintenance, and paying rent, bills and service charges.

This role sits at the heart of understanding, visualising and improving how residents interact with NHG. Working alongside Customer Journey Managers, Customer Journey Designers, colleagues across the Customer Experience Directorate and wider operational teams, you’ll help ensure our residents experiences, needs, expectations and behaviours are fully researched and understood and used to shape our services for the future.

A key part of the role will involve designing and implementing resident research activities to understand how people experience our services. You’ll work directly with residents to capture their feedback, identify pain points, explore unmet needs and validate potential improvements. By combining resident insight with journey mapping and service design techniques, you’ll help create services that are simpler, more intuitive and more effective for the people who use them.

You’ll be responsible for designing research projects using quantitative and qualitative methods and undertaking the research directly with residents- that may be in the community, in one of our offices, online or over the phone. To make sure we’re reaching our residents at a time and location that suits them, this role is all about working flexibly and putting our residents needs first. We’re looking for someone who can plan and deliver high-quality, inclusive user research.

You’ll be able to listen and understand residents’ perspectives and capture their experiences through your research. You’ll generate actionable insights from qualitative and quantitative data and present back your findings, communicating these clearly and tailoring to the needs of your audience and stakeholders.

How you’ll do it

• Lead resident research activities, gathering insight through workshops, engagement sessions and other customer research methods to better understand resident experiences, needs and pain points.
• Facilitate inclusive, accessible workshops principally with residents, but also where needed with stakeholders and colleagues to validate findings.
• Create interactive journey maps and design artefacts using digital tools that can be shared, updated and developed across the organisation.
• Work collaboratively with cross-functional teams to ensure solutions translate into practical improvements and innovation opportunities.
• Present research findings and recommendations to Customer Journey Managers and stakeholders, helping inform decision-making and prioritisation.
• Share best practice across the wider Customer Journey & Insight team and champion the voice of the customer throughout NHG.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Essential

• Experience designing and delivering user research projects that are inclusive and accessible.
• Experience conducting customer research to understand needs, behaviours and experiences.
• Experience designing, documenting, refining and presenting customer research findings including using customer journey maps.
• Strong analytical and empathetic skills, with the ability to understand and visualise complex customer journeys and experiences.
• Proficiency in digital tools and platforms used for research, journey mapping and service design.
• Ability to translate customer insight into clear, actionable recommendations and service improvements.
• Passion for customer-centred design and improving customer experiences through effective journey design.

What’s in it for you?

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance – free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans – season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and we employ around 1,800 employees.

For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 2: Successful candidates will be invited to interview and assessment

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.