Customer Experience Lead

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.