Resident Experience & Journey Designer

Service Design Jobs; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual leave

Pension

Maternity/paternity pay

Employee assistance

Health plan

Staff discounts

Cycle to work

Life assurance

Job summary

Notting Hill Genesis is recruiting a Customer Journey Designer to lead resident research and shape services around home life, repairs and paying rent. You will design research activities, map journeys and translate insights into practical improvements across NHG.

You’ll collaborate with cross-functional teams, present findings to stakeholders and advocate the voice of the customer to drive better resident experiences.

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 customer 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, gathering insight through workshops, engagement sessions and other customer research methods to better understand resident experiences, needs and pain points.
• Facilitate inclusive, accessible workshops principally with residents, but also where needed with stakeholders and colleagues to validate findings.
• Create interactive journey maps and design artefacts using digital tools that can be shared, updated and developed across the organisation.
• Work collaboratively with cross-functional teams to ensure solutions translate into practical improvements and innovation opportunities.
• Present research findings and recommendations to Customer Journey Managers and stakeholders, helping inform decision-making and prioritisation.
• Share best practice across the wider Customer Journey & Insight team and champion the voice of the customer throughout NHG.

Skills

User research

Inclusive design

Journey mapping

Analytical skills

Empathy

Research tools

Communication

Job description

Notting Hill Genesis is recruiting a Customer Journey Designer to lead resident research and shape services around home life, repairs and paying rent. You will design research activities, map journeys and translate insights into practical improvements across NHG.

You’ll collaborate with cross-functional teams, present findings to stakeholders and advocate the voice of the customer to drive better resident experiences.