Senior Customer Experience Transformation Consultant

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

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.