At a Glance
- Tasks: Lead the design of seamless customer experiences and improve service efficiency.
- Company: Join a fast-growing, certified B Corp empowering entrepreneurs across the UK.
- Benefits: Competitive salary, hybrid working, and real progression opportunities.
- Other info: Be part of a diverse team committed to continuous learning and improvement.
- Why this job: Make a tangible impact on customer journeys and shape product development.
- Qualifications: Experience in customer experience or service design with strong analytical skills.
The predicted salary is between 50000 - 60000 £ per year.
About 1st Formations
At 1st Formations, we empower entrepreneurs to start, run, and grow their businesses with confidence. Running a business shouldn’t be slowed down by company formation, statutory compliance, accounting, or payroll. From day one, these essentials should be seamless, reliable, and intelligently handled — freeing founders to focus on building and scaling. We’re a leading UK provider of company formation and compliance services, building a modern, fully integrated technology platform that supports founders at every stage of their journey.
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 prioritised 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 (e.g., 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 employer: 1st Formations
1st Formations is an exceptional employer located in Greater London, offering a dynamic work culture that prioritises innovation and collaboration. With a competitive salary range of £90-110k and a hybrid working model, employees benefit from a strong focus on personal and professional growth, alongside opportunities to make a significant impact in the ecommerce sector. Join a team that values continuous learning and encourages creative marketing strategies to drive success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience & Service Design Lead
✨Tip Number 1
Get to know the company inside out! Research 1st Formations and understand their mission, values, and services. This will help you tailor your approach and show them you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience and service design. Think about how your past experiences align with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Experience & Service Design Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience & Service Design Lead role. Highlight your relevant experience in customer journey mapping and service design, showing us how you can make a real impact at 1st Formations.
Showcase Your Analytical Skills:We love data-driven decision-making! Include examples of how you've used customer insights and operational data to improve experiences in previous roles. This will help us see your analytical prowess in action.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and focus on how your skills align with our mission to create seamless customer experiences.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at 1st Formations.
How to prepare for a job interview at 1st Formations
✨Know the Company Inside Out
Before your interview, dive deep into 1st Formations. Understand their mission, values, and the services they offer. Familiarise yourself with their customer journey and think about how your experience in Customer Experience and Service Design can enhance their platform.
✨Prepare Real-World Examples
Be ready to discuss specific instances where you've improved customer journeys or reduced contact issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and hands-on execution.
✨Showcase Your Collaborative Spirit
This role requires cross-functional collaboration, so highlight your experience working with product, support, and operations teams. Share examples of how you’ve successfully partnered with others to drive improvements in customer experience.
✨Ask Insightful Questions
Prepare thoughtful questions that demonstrate your interest in the role and the company. Inquire about their current challenges in customer experience or how they measure success in service design. This shows you're not just interested in the job, but also in contributing to their growth.
