Customer Experience & Service Design Lead in London

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.