CX & Service Design Consultant — Unified Service Entry

B2e Consulting; Greater London; Hybrid; GBP 101,000 - 166,000; Full time

Job summary

B2e Consulting is seeking a consultant to redesign customer journeys for a major UK central government organisation. You will simplify contact channels, design a single entry point and craft future-state service processes. The role demands hands-on CX or service design expertise across multi-stakeholder environments.

London-based, hybrid working pattern. Start ASAP with a contract inside IR35, lasting until March 2027.

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.
• 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.

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 design

Journey mapping

Stakeholder engagement

Service design

Automation

AI

Workflow design

Triaging

Data analysis

Tools

Workflow tooling

Automation platforms

AI-enabled triage

Job description

B2e Consulting is seeking a consultant to redesign customer journeys for a major UK central government organisation. You will simplify contact channels, design a single entry point and craft future-state service processes. The role demands hands-on CX or service design expertise across multi-stakeholder environments.

London-based, hybrid working pattern. Start ASAP with a contract inside IR35, lasting until March 2027.