Job Description

[Employer hidden — sign up to reveal] is looking for a Service Designer – Customer Journey to join our team on a permanent basis. In this role, you will support the design, ownership, and continuous improvement of end-to-end customer journeys, ensuring they effectively balance customer needs, business goals, and technology capabilities. Working closely with the Head of Customer Journeys, you will help shape seamless, consistent, and engaging experiences across all channels—both digital and offline. You will play a key role in connecting front-end customer experiences with the back-end processes, systems, and teams that enable them.

What you’ll be doing

• Support the design, mapping, and continuous optimisation of end-to-end omnichannel journeys (digital, offline, assisted, and self-service).
• Identify friction points and opportunities to simplify and enhance the overall customer experience.
• Apply human-centred and service design principles to ensure journeys reflect real customer needs, behaviours, and pain points.
• Analyse how customers interact across digital channels, offline touchpoints, and service environments.
• Map cross-functional processes, systems, and tools that underpin customer journeys, identifying dependencies, inefficiencies, and areas for improvement.
• Connect front-end and back-end processes to ensure a seamless and realistic delivery of the customer experience.
• Contribute to building and evolving service design capability, improving how systems and processes support journey delivery.
• Support the definition of technology and process requirements needed to deliver the desired customer journey vision.
• Collaborate with Product and Process Owners to optimise journey capabilities.
• Partner with Sales Effectiveness and Service Effectiveness teams to ensure journeys reflect the full customer experience, including quotes and offline order placement.
• Stay informed on industry best practices and evolving customer behaviours to drive continuous improvement.
• Work with commercial insight teams to define KPIs and metrics to measure journey performance and impact.

About you

Customer-focused service designer who simplifies complex problems into effective experiences, working across teams to connect people, processes, and technology. Combines strong analytical thinking with a hands-on approach to turn insights into clear, actionable journey designs, and thrives in collaborative, fast-paced environments with a focus on continuous learning and improvement.

What you’ll need

• Experience in customer journey mapping, tools, and processes.
• Strong background in customer journey development and service design principles.
• Proven ability to connect front-end experiences with back-end processes, systems, and operational realities, creating clear visualisations.
• Experience working in complex environments, ideally within a B2B organisation.
• Ability to analyse and simplify complex processes into intuitive journeys and workflows.
• Experience working in matrix organisations across multiple geographies.
• Strong stakeholder management and collaboration skills.
• A proactive mindset, with a focus on performance and continuous personal development.
• Project management experience; Lean / Six Sigma qualifications are advantageous.

The extras you’ll get

At [Employer hidden — sign up to reveal], as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including: Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation; Support for Neurodiverse colleagues and families with neurodiverse members; Support for Women at different life stages; Helping our LGBTQ+ community; Additions to Fertility coverage including IVF for lesbian couples.

We are [Employer hidden — sign up to reveal]

At [Employer hidden — sign up to reveal] we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible. Our purpose? Making amazing happen for a better world. We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers. We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.