Journey Design & Experience Transformation Lead

GCS Recruitment; United Kingdom; On-site; GBP 55,000 - 75,000; Full time

Job summary

GCS Recruitment is seeking a Customer Journey & Customer Experience Manager outside IR35 to help transform the customer experience across a migration project. The role focuses on mapping journeys and improving end-to-end processes within the energy/utilities sector.

The successful candidate will lead workshops, translate needs into actionable improvements and track the impact of changes across the customer journey and operations.

Qualifications

• Experience in customer experience, service design, journey management or transformation.
• Ability to map and analyze end-to-end journeys and processes.
• Track record of identifying improvements and delivering outcomes.
• Strong stakeholder management and workshop facilitation capabilities.
• Skill in turning complex processes into clear, actionable improvements.
• Experience with tools such as Miro, Visio or BPMN.
• Experience within the energy/utilities industry.

Responsibilities

• Map and analyse end-to-end customer journeys and business processes.
• Identify customer pain points, inefficiencies and opportunities for improvement.
• Create journey maps, service blueprints and process maps using tools such as Miro, Visio or BPMN.
• Translate customer needs into practical process and service improvements.
• Facilitate workshops with stakeholders to understand current and future-state journeys.
• Help deliver initiatives that improve customer experience, journey, efficiency and performance.
• Track and communicate the impact of journey and process improvements.

Skills

Customer journey mapping

Process mapping

Stakeholder management

Workshop facilitation

Process improvement

Energy sector experience

Tools

Miro

Visio

BPMN

Job description

GCS Recruitment is seeking a Customer Journey & Customer Experience Manager outside IR35 to help transform the customer experience across a migration project. The role focuses on mapping journeys and improving end-to-end processes within the energy/utilities sector.

The successful candidate will lead workshops, translate needs into actionable improvements and track the impact of changes across the customer journey and operations.