DMc-4507; Customer Experience/Service Design Consultant

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

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