Management Consultant - Manager - Customer Experience Design

Moorhouse | B Corp Certified; Greater London; Hybrid; GBP 82,000 - 110,000; Full time

Benefits offered by this job

Total cash package up to £110,000

25 days annual leave (plus buy/sell up

Life Assurance

Private Medical Insurance

Group Pension

Perkbox discounts

Flexible working options

Inclusive culture

Job summary

Moorhouse in London is seeking an experienced Customer Experience professional to lead transformation initiatives for major clients. You will shape customer journeys, design operating models, and work across client and internal teams to deliver measurable impact.

The role requires 6–8 years of consulting and a track record of delivering high-quality customer experience projects, service design, and stakeholder management.

Qualifications

• 6 - 8 years' consulting experience whether this is from a big consulting firm, boutique consultancy or experience gained in delivering customer experience transformation within industry.
• Experience leading project teams to deliver Customer Experience, Service Design or broader customer-centric transformation work that result in high-quality deliverables and client results (including service blueprinting, journey mapping, user research and user segmentation)
• Strong problem solving and analytical skills, with the ability to use qualitative and quantitative insights to identify root causes, shape practical recommendations and support effective decision-making
• Strong interpersonal and communication skills, including the ability to build trusted relationships, engaging and influencing senior stakeholders, and leading discussions through clear, compelling outputs
• A collaborative approach, with experience supporting and developing more junior colleagues and working across mixed client and consulting teams to deliver high-quality outcomes
• A strong sense of ownership beyond client delivery, with experience leading internal initiatives, proposition development, knowledge building or improvements to ways of working
• Experience delivering customer-centric Operating Model and / or Strategy work be advantageous but not essential.
• Strong interest in the latest digital trends, AI and developments and their relationship to customer and user experience.

Responsibilities

• You will contribute to bids and propositions, and drive scoped internal initiatives that strengthen our culture, ways of working and impact.

Skills

Consulting experience

Project leadership

Customer experience

Service design

Stakeholder management

Problem solving

Communication

Team development

Job description

Why Moorhouse?

We are a dynamic consulting firm, focused on delivering sustainable change. We help our clients succeed in their long‑term goals by turning strategy into action through exceptional delivery and a commitment to building a culture of change. As a transformation consultancy, we work with clients to shape the way they operate, deliver services and manage their people - helping them adapt to disruption and thrive in a changing world.

We pride ourselves on being proactive, collaborative and straightforward team players. We move fast as a team, and honesty and integrity are key to how we work. You'll be part of a supportive and high‑performing team that shares the load, looks after each other and celebrates success together. You can expect an exciting and varied career that will stretch and develop you, with opportunities to help organisations respond to change and deliver lasting impact.

We don’t do politics, egos or personal agendas, it consumes too much time and distracts us from being successful together.

Moorhouse is currently unable to offer visa sponsorship for this role. Unfortunately, this means we are not able to progress applications from candidates who would require sponsorship now or in the future.

Customer Experience At Moorhouse

Our customer experience consulting is focused on helping organisations get closer to the people they serve and shape interactions that feel distinctive. At Moorhouse we unite design with strategy and operating model and focus on changes that are meaningful for customers and users and tangible for organisations to deliver and achieve results.

Essential Skills

What are we looking for?

Potential is what excites us so we are keen to hear from people who want to build on their experience in an organisation that invests in their professional development from day one. This isn’t just about skills for the job but skills for life – mindset, adaptability, resilience and leadership to name just a few. You will have opportunities to contribute to and shape how we run the business, and in doing so will have experiences that will undoubtedly contribute to your accelerated growth and development.

We are looking for curious and creative problem‑solvers who are passionate about designing customer and human‑centred experiences.

In Addition To This, You Will Have

• 6 - 8 years' consulting experience whether this is from a big consulting firm, boutique consultancy or experience gained in delivering customer experience transformation within industry
• Experience leading project teams to deliver Customer Experience, Service Design or broader customer‑centric transformation work that result in high‑quality deliverables and client results (including service blueprinting, journey mapping, user research and user segmentation)
• Strong problem solving and analytical skills, with the ability to use qualitative and quantitative insights to identify root causes, shape practical recommendations and support effective decision‑making
• Strong interpersonal and communication skills, including the ability to build trusted relationships, engaging and influencing senior stakeholders, and leading discussions through clear, compelling outputs
• A collaborative approach, with experience supporting and developing more junior colleagues and working across mixed client and consulting teams to deliver high‑quality outcomes
• A strong sense of ownership beyond client delivery, with experience leading internal initiatives, proposition development, knowledge building or improvements to ways of working
• Experience delivering customer‑centric Operating Model and / or Strategy work be advantageous but not essential.
• Strong interest in the latest digital trends, AI and developments and their relationshop to customer and user experience.

We're open to candidates with cross‑sector experience who bring curiosity, sound judgement and the ability to adapt quickly to new client contexts.

You will also play a visible role in helping lead our Customer Experience offering within the Strategy and Customer Team, contributing to bids and propositions, and driving scoped internal initiatives that strengthen our culture, ways of working and impact.

Benefits

• A total cash package up to £110,000 comprising of a base salary of £82,005 and a combination of personal and company bonuses that are paid every six months.
• 25 days annual leave increasing by one day for every full year of service to a maximum of 30 days with the option to buy or sell up to five days of annual leave per year.
• Life Assurance, Private Medical Insurance, Group Personal Pension Scheme and a range of discounted lifestyle and well‑being benefits through Perkbox.
• Enhanced family‑friendly package: generous parental pay, flexible working options, and paid time off for family commitments so you can balance work and home life with confidence.
• Inclusive Culture and Community: a wide range of employee resource groups that encourage collaboration, peer support and offer learning and education opportunities across the business and create a strong sense of belonging across the business.
• A culture where you will not need to compete with others because of promotion quotas or the typical distribution curves that govern performance management in other organisations. We recognise and reward performance consistently and transparently across the firm so that everyone knows where they stand.

Our office is based near Liverpool Street in central London, though we support flexible and hybrid working and expect you to spend time with clients at their offices.

Moorhouse is proud to be an equal opportunities employer, and our values underpin a working environment that is inclusive for all those who work for us. We encourage people to bring their whole selves to work, contribute ideas, take the initiative and be responsible for their impact on others internally and externally.