Customer Experience Designer

Customer Experience Designer

Department: Customer Success

Employment Type: Full Time

Location: Zinc – London

Reporting To: Tom Jewell (VP Customer)

Compensation: £50,000 – £55,000 / year

Description

At Zinc, we’re on a mission to craft an outstanding customer experience across every touchpoint beyond our core product. Reporting into the VP of Customer, you will play a pivotal role in shaping and redefining how customers interact with our services, ensuring every moment feels intentional, seamless, and delightful.

This is a strategic opportunity to own the customer-facing service experience. We already excel at resolving pain points, but we’re looking for someone to elevate our approach by designing memorable, high-impact moments that enhance our customers’ journey with Zinc.

In this role, you’ll leverage experience design methodologies, journey mapping, and customer lifecycle management to ensure our service experience is as thoughtfully crafted as our product. If you’re passionate about designing standout customer interactions and embedding design thinking into a fast-moving, customer-focused team, we’d love to hear from you!

Key Responsibilities

1. Customer Journey Mapping: Map out the full service experience outside the product, identifying key opportunities to enhance interactions and create high-impact moments for our customers.
2. Experience Measurement: Develop and refine customer experience data to drive decisions and improve service touchpoints.
3. Customer Lifecycle Management: Own the development and launch of an automated customer lifecycle management framework, ensuring that every stage of the customer journey is intentionally designed for maximum impact.
4. Service Experience Design Expertise: Embed a structured, methodical approach into the team to elevate our service experience design capabilities.
5. Creating Moments of Delight: Identify opportunities to design and scale memorable experiences that resonate with our HR and Talent community.
6. Connecting the Dots Across Teams: Ensure alignment between our Customer strategy and the day-to-day service interactions customers receive, working closely with Product, Customer Success, and Account Management teams.

Skills, Knowledge and Expertise

Hard Skills:

1. Customer Journey Mapping: Ability to map out customer journeys for non-technical touchpoints.
2. A Core Design Methodology: Strong expertise in a design framework of choice, with the ability to embed and teach it within the team.
3. Touchpoint & Interaction Design: Experience in designing impactful, delightful customer interactions.
4. Process Mapping: Ability to document and refine internal service processes (e.g., how invoices are sent to customers).
5. Customer Research: Customer-centric approach, ensuring service experiences are data-driven and valuable to Zinc’s users.

Soft Skills:

1. Customer-Centric Mindset: Deeply understands the needs and expectations of our HR/Talent community customers.
2. Eye for Delight: Passion for creating memorable, delightful experiences.
3. Critical Thinker: Big-picture, strategic mindset to ensure experience design aligns with Zinc’s growth and vision.
4. Facilitation & Storytelling: Ability to bring people on the journey, driving buy-in and collaboration across teams.
5. Ownership & Autonomy: Comfortable leading initiatives with a high level of independence.

What we offer

Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring.

• 24 days holiday + Bank Holidays + your birthday off
• £1200 annual benefits allowance (ThanksBen , from month 2)
• Early finish Fridays (16:00)
• 30 days to work from anywhere
• Yearly company retreat to Serbia
• Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
• Statutory pension with NEST (3% employer, 5% employee)
• Zinc shares, issued through the EMI Scheme
• Unlimited access to MoreHappi coaching
• Company socials, quarterly team socials, Free Monday lunches
• Nursery workplace benefit scheme (Yellownest)
• Option to lease an electric car through Electric Car Scheme
• Celebrated Zinc anniversaries

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