Customer Experience Lead: Customer Experience Strategy & Design

We're looking for a strategic and hands-on Customer Experience (CX) Lead to shape and deliver exceptional, end-to-end customer journeys across our digital and physical touchpoints.

Role: Customer Experience Lead
Rate: £neg DOE
IR35: Outside
Location: Some travel to London/Midlands - weekly/bi-weekly

The role
As CX Lead, you will define and drive our customer experience vision-translating business, customer, and policy objectives into clear design principles, standards, and innovative concepts. You will ensure a seamless, consistent look and feel across web and mobile channels, while aligning with wider touchpoints such as contact centres, retail environments, and frontline teams.

You will own the design of end-to-end customer journeys, leading both experience and business process design. Working cross-functionally, you'll specify the business changes and technical requirements n...