Customer Experience Lead

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 needed to deliver measurable CX outcomes. You'll also act as the key escalation point for external design agencies and suppliers, ensuring quality, consistency, and alignment to strategy.

Key responsibilities

• Lead CX strategy, turning commercial and customer insights into actionable design principles and concepts
• Define and evolve end-to-end customer journeys across digital and offline channels
• Establish a consistent, high-quality experience across web, app, and supporting touchpoints
• Design integrated experiences across contact centres, retail, and staff interactions
• Drive experience and process design, identifying required business change and technology solutions
• Collaborate with stakeholders across product, technology, and operations to deliver CX improvements
• Manage and guide external agencies and suppliers, acting as an escalation point where required

What we're looking for

• Proven experience leading CX strategy and service/experience design
• Strong understanding of multi-channel ecosystems and customer journey mapping
• Ability to bridge strategy, design, and delivery (business + technical)
• Confident stakeholder manager with experience working across complex organisations
• Experience working with agencies and third-party suppliers

This is for someone passionate about creating seamless, customer-centric experiences and influencing change at scale.

Please click here to find out more about our Key Information Documents. Please note that the documents provided contain generic information. If we are successful in finding you an assignment, you will receive a Key Information Document which will be specific to the vendor set-up you have chosen and your placement.

To find out more about Computer Futures please visit (url removed)

Computer Futures, a trading division of SThree Partnership LLP is acting as an Employment Business in relation to this vacancy Registered office 8 Bishopsgate, London, EC2N 4BQ, United Kingdom Partnership Number OC(phone number removed) England and Wales