Enterprise Customer Experience Architect

Cornerstone; Theale; On-site; GBP 90,000 - 125,000; Full time

Job summary

Cornerstone in the United Kingdom is seeking a Customer Experience Lead to design and continuously improve end-to-end journeys across the lifecycle, aligning brand and commercial goals.

You will lead journey mapping, service blueprinting, and Voice of Customer programmes, collaborating with Sales, Product, Marketing, Delivery and IT to deliver measurable improvements and stronger customer advocacy.

Qualifications

• Significant experience in Customer Experience, Strategy or Service Design.
• Experience designing end-to-end customer journeys.
• Experience creating service blueprints and governance frameworks.
• Strong commercial awareness and stakeholder influence.
• Ability to translate insights into business improvements.
• Excellent presentation and executive communication skills.

Responsibilities

• Design and continuously improve enterprise customer experience across the lifecycle.
• Lead Customer Journey Mapping across all stages from lead to order and order to cash.
• Build and maintain enterprise Service Blueprints and governance standards.
• Develop Voice of Customer capability and listening programmes.
• Translate customer insight into measurable business improvements.
• Collaborate with Marketing, Sales, Product and Delivery to optimise journeys.
• Lead workshops with senior stakeholders and present findings to leadership.
• Drive continuous improvement for customer satisfaction and commercial outcomes.

Skills

Customer Experience

Strategy

Service Design

Stakeholder Management

Workshop Facilitation

Voice of Customer

Data Analysis

Executive Communication

Tools

Power BI

Excel

PowerPoint

CRM platforms

Survey platforms

Customer analytics tools

Microsoft Visio

Job description

Cornerstone in the United Kingdom is seeking a Customer Experience Lead to design and continuously improve end-to-end journeys across the lifecycle, aligning brand and commercial goals.

You will lead journey mapping, service blueprinting, and Voice of Customer programmes, collaborating with Sales, Product, Marketing, Delivery and IT to deliver measurable improvements and stronger customer advocacy.