Resident Experience & Journey Designer

Notting Hill Genesis Group; Greater London; Remote; GBP 44,000 - 49,000; Full time

Benefits offered by this job

Excellent annual leave

Generous pension scheme

Health cash plan

Staff discounts

Cycle to work scheme

Life Assurance x4 annual salary

Job summary

Notting Hill Genesis Group in London is seeking a Customer Journey Designer to lead resident research and shape services around home life, repairs and paying rent. You will design studies, run inclusive workshops and translate insights into practical improvements.

Working with the Customer Journey & Insight team, you’ll map journeys, present findings to stakeholders and help NHG create simpler, more intuitive experiences for residents.

Qualifications

• Experience designing and delivering user research projects that are inclusive and accessible.
• Experience conducting customer research to understand needs, behaviours and experiences.
• Experience designing, documenting, refining and presenting customer research findings including using journey maps.
• Strong analytical and empathetic skills, with the ability to understand and visualise complex customer journeys and experiences.
• Proficiency in digital tools and platforms used for research, journey mapping and service design.
• Ability to translate customer insight into clear, actionable recommendations and service improvements.
• Passion for customer-centred design and improving customer experiences through effective journey design.

Responsibilities

• Lead resident research activities through workshops and other methods.
• Create interactive journey maps and artefacts for organisation-wide use.
• Collaborate with cross-functional teams to translate findings into improvements.
• Present findings to managers and stakeholders to inform decisions.
• Share best practices across the team and champion the voice of the customer.

Skills

User research

Customer research

Journey mapping

Analytical

Digital tools

Communication

Empathy

Job description

Notting Hill Genesis Group in London is seeking a Customer Journey Designer to lead resident research and shape services around home life, repairs and paying rent. You will design studies, run inclusive workshops and translate insights into practical improvements.

Working with the Customer Journey & Insight team, you’ll map journeys, present findings to stakeholders and help NHG create simpler, more intuitive experiences for residents.