At a Glance
- Tasks: Lead the design of seamless customer experiences and improve service efficiency.
- Company: Join 1st Formations, a dynamic UK company empowering entrepreneurs.
- Benefits: Enjoy a competitive salary, hybrid working, and growth opportunities.
- Other info: Be part of a diverse team that values ownership and continuous learning.
- Why this job: Make a real impact on customer journeys and service design.
- Qualifications: Experience in customer experience or service design with strong analytical skills.
The predicted salary is between 50000 - 60000 £ per year.
At 1st Formations, we empower entrepreneurs to start, run, and grow their businesses with confidence. We are a UK provider of company formation and compliance services, building a modern, fully integrated technology platform that supports founders at every stage.
The Role
We’re looking for a CX & Service Design Lead to own and evolve our end-to-end customer experience. This role is responsible for identifying friction across the customer journey, reducing avoidable contact, and designing simple, intuitive services that enable customers to self-serve effectively. You’ll combine customer insight, data analysis, and service design to improve journeys across pre-purchase, purchase, and post-purchase stages, working cross-functionally with product, support, and operations to deliver measurable improvements in customer experience and efficiency.
Key Responsibilities
- Customer Insight & Contact Analysis
- Analyse customer contact drivers across all support channels
- Identify root causes of customer issues and failure demand
- Translate data into actionable insights and prioritise improvements
- Establish reporting on contact trends, drivers, and opportunities
- Customer Journey Ownership
- Map and maintain end-to-end customer journeys (pre to post purchase)
- Identify friction points and areas of inconsistency
- Define and prioritise improvements across key journeys
- Ensure alignment across product, content, and communications
- Service Design
- Design and optimise services to be simple, intuitive, and scalable
- Use customer research and behavioural data to inform design decisions
- Reduce reliance on human support through better service design
- Lead service design initiatives from concept through to implementation
- Digital & Self-Service Experience
- Improve website content, help centres, emails, and customer communications
- Design effective self-service journeys and support experiences
- Partner with product and UX teams to improve digital touchpoints
- Ensure consistency and clarity across all customer-facing content
- Contact Reduction & Continuous Improvement
- Identify and reduce unnecessary customer contact
- Address root causes of repeat issues and inefficiencies
- Partner with support teams to implement improvements
- Track and report on impact (contact reduction, CSAT, effort scores)
Key Outcomes / Success Measures
- Reduction in avoidable customer contact
- Improved customer satisfaction (CSAT) and effort scores (CES)
- Increased adoption of self-service channels
- Clear, consistent, and frictionless customer journeys
- Measurable improvements in operational efficiency
What We Are Looking For
- Proven experience in Customer Experience, Service Design, or Journey Management roles
- Strong analytical skills with the ability to interpret customer and operational data
- Experience mapping and improving end-to-end customer journeys
- Understanding of contact centre operations and drivers of customer demand
- Experience designing or improving digital/self-service experiences
- Excellent stakeholder management and cross-functional collaboration
- Ability to move between strategy and hands-on execution
Desirable
- Experience in fast-paced, scaling, or digital-first businesses
- Familiarity with CX metrics (CSAT, NPS, CES) and contact centre KPIs
- Background in UX, product
- Experience implementing service design frameworks or methodologies
What We Offer
- Competitive salary and comprehensive benefits package
- Hybrid working model (London-based roles) or office-based
- Real opportunities for progression as the business scales
- The chance to influence both customer experience and product development
- A culture that values ownership, impact, and continuous learning
Equal Opportunities
1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.
Customer Experience & Service Design Lead in London employer: 1st Formations Limited.
At 1st Formations, we pride ourselves on fostering a dynamic and inclusive work environment that empowers our employees to make a real impact. As a Customer Experience & Service Design Lead, you will have the opportunity to shape the customer journey while enjoying a competitive salary, comprehensive benefits, and a hybrid working model in London. We are committed to your professional growth, offering real opportunities for progression as we scale, all within a culture that values ownership, continuous learning, and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Service Design Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 1st Formations Limited.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 1st Formations Limited. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience & Service Design Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 1st Formations Limited.:Your cover letter is your chance to shine! Tell us why you want to work at 1st Formations Limited. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 1st Formations Limited.!
How to prepare for a job interview at 1st Formations Limited.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
