Overview
As a Customer Journey Designer, you’ll play a pivotal role in transforming the service we offer to our customers by designing and crafting intricate and detailed customer journeys focused on the things that customers have told us matter most- repairs and maintenance, paying rent, bills, and service charges, and the home lifecycle.
You’ll be joining us at a really exciting time and will be part of a new Customer Journey and Insight team within Customer Experience and the wider Operations department.
Working Hours: Monday to Friday 9am to 5pm
Role due to start January 6th on an ongoing basis.
Salary £40,388 - £44,876 per annum (PAYE)
Main Responsibility
The Customer Journey Designer will be the cornerstone of journey design and mapping.
Collaborating with the Customer Journey Manager to understand objectives and align journey designs with organisational goals.
Leading the design and development of detailed journey maps, capturing every touchpoint, interaction, and emotion experienced by residents.
Employing service blueprinting techniques to visualise front-end and back-end processes underlying each journey.
Conducting regular workshops with residents and stakeholders to gather insights, validate journey maps, and identify areas for improvement.
Using digital tools and platforms to create interactive journey maps that can be easily shared, updated, and iterated upon.
Collaborating with cross-functional teams to ensure journey design...