CX & Service Design Consultant - Unified Service Entry

B2e Consulting

Greater London

Hybride

GBP 60 000 - 95 000

Plein temps

14 jours+

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Résumé du poste

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.

Responsabilités

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.