Senior Service Designer - CX Journey Mapping Lead

Interactive Investor; Manchester; Hybrid; GBP 46,350 - 56,650; Full time

Benefits offered by this job

Group Pension Plan – 8% employer + 4%

Life Assurance & Income Protection

Private Medical Insurance – Bupa

25 Days Annual Leave + holidays

Staff Discounts on investment products

Well-being Fund

Retail Discounts

Voluntary Flexible Benefits

Job summary

interactive investor leads a pivotal role in shaping customer experiences by mapping end-to-end journeys and driving improvements across digital, servicing and operations touchpoints.

The Lead Service Designer collaborates with CX, Insights, UX, Product, and Operations to translate research into tangible opportunities, facilitating workshops and delivering measurable benefits for customers and the business.

Qualifications

• Experience with journey design and service blueprinting in CX contexts.
• Ability to synthesize insights from customer data, operations and analytics.
• Proven workshop facilitation and stakeholder engagement skills.
• Translate research into clear customer problems and opportunities.

Responsibilities

• Create high-quality end-to-end customer journey maps and service blueprints using CX standards.
• Document customer interactions, front-stage and back-stage processes, supporting systems and dependencies.
• Capture customer needs, pain points and moments that matter across journeys.
• Ensure journey documentation stays accurate and reflects changes over time.
• Bring together insights from Customer Insights, Services, Ops and analytics to understand experiences.
• Identify pain points and opportunities through triangulation of evidence sources.
• Plan and facilitate journey mapping workshops with cross-functional stakeholders.
• Build shared understanding of current journeys across teams and drive actions.
• Identify opportunities to simplify, automate or redesign journeys with business value.
• Define journey health measures and maintain dashboards and reports.
• Collaborate with CX, UX, Product, Ops and Commercial teams to embed journey practices.
• Support the Manager in establishing a culture of continuous customer-centered design.

Skills

Journey mapping

Service blueprinting

Customer research synthesis

Workshop facilitation

Analytical problem-solving

Communication & storytelling

Stakeholder engagement

Simplify complex processes

Tools

Figma

Miro

Job description

interactive investor leads a pivotal role in shaping customer experiences by mapping end-to-end journeys and driving improvements across digital, servicing and operations touchpoints.

The Lead Service Designer collaborates with CX, Insights, UX, Product, and Operations to translate research into tangible opportunities, facilitating workshops and delivering measurable benefits for customers and the business.