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Customer experience designer

  • Location: Central London
  • Salary: £35000 - £45000 per annum + plus benefits
  • Job type: Permanent
  • Sector: IT & Information Security

The role: Customer experience service designer

Location: London (travel will be required to end clients)

Purpose:

  • Support customer experience practice- providing support by coaching and mentoring junior members of the CX (customer experience) team
  • Customer experience service design and delivery- a pivotal role within the customer experience team that are deployed to re-design services and deliver improved customer experiences, efficiencies and increased sales or reduced costs.
  • Developing customer experience offered to end clients as well as improving existing customer experience designs

Main responsibilities:

  • Support Customer Experience improvement engagements across the project lifecycle for Capita's diverse client base, to drive client retention and business growth;
  • Work in cross-functional project teams (including service design, strategy, insight, design & technology) and partners to deliver industry leading strategic and transformation outputs;
  • Respond creatively and appropriately to the challenges of each engagement - e.g. embedding a service design approach, continually focusing on improved customer experience and making our solutions work for people. This is not only about digital solutions. Some of our most creative and challenging work includes changing the way client staff work, their process and behaviours;
  • Have client-facing responsibilities. This is not a desk-based, research-based role. It involves workshop facilitation, working in teams with colleagues on client site and other stakeholder engagement activities;
  • Support all aspects of engagements, including but not limited to stakeholder engagement, cultural change, training and capability development;
  • Contribute to and support the continuous development of the CX Practice.

Essential experience:

  • Supporting a design team, prototyping and delivering customer experience/digital transformation programmes (end to end) helping to plan delivery structure and team approach
  • Strong analytical skills using both qualitative and quantitative analysis to develop and apply service solutions to end clients
  • Identifying customer needs by analysing how they think and feel in order to implement this into design improvement
  • Developing technological customer experience methods such as self-service, social media etc as well as multi-channel service solutions
  • Excellent communication skills- happy to communicate with senior stakeholders
  • Developing customer contact and channel shift strategies, demand management and customer experience/satisfaction and customer insight

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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