Customer Journey Specialist in Nottingham

Contract: Full-Time, Permanent
Location: Nottingham (Support Office)
Closing date: 25/05/26
Recruitment Partner: Daniel White, Daniel.White1@boots.com

As a Customer Journey Specialist at Boots, you’ll focus on understanding where journeys break down, identifying what really matters to customers, and helping deliver practical changes that improve experiences across our Contact Centre.

In this role, you will be at the forefront of enhancing customer experiences, ensuring that every interaction is meaningful and impactful. You’ll collaborate with a passionate team that values your contributions and supports your growth.

This role sits within our Contact Centre, reporting to the CX Resolutions Manager and working closely with Operations Development, Quality, Training, Performance, Change, and frontline leadership teams.

What you’ll be doing

As a Customer Journey Specialist, you will:

• Deliver day‑to‑day customer journey improvement activity, focusing on priority journeys with friction, failure demand, or unnecessary complexity
• Use insight from complaints, escalations, quality trends, and performance data to identify root causes and shape evidence‑led improvement actions
• Support journey discovery and mapping, highlighting hand‑offs, pain points, and opportunities for improvement
• Coordinate improvement activity across teams to ensure changes are implemented and embedded effectively
• Support communication, floor‑based engagement, and post‑change feedback to confirm improvements are landing as intended
• Act as a connector between Insight and Change, helping to create simpler, clearer, and more effective customer journeys for customers and colleagues

What you’ll need to have (our must-haves)

• Experience working in a contact centre, customer experience, or operational improvement environment
• Exposure to customer journey mapping, service improvement, or insight‑led change activity
• Strong analytical and problem‑solving skills, with the ability to identify root causes
• Ability to translate insight into practical, actionable improvements
• Strong collaboration skills, working effectively across multiple teams
• Clear written and verbal communication skills
• A customer‑obsessed, improvement‑focused mindset
• A pragmatic, delivery‑oriented approach

It would be great if you also have

• Experience using insight from complaints, quality, or performance data
• Confidence challenging existing ways of working constructively
• Experience supporting change or improvement activity on the frontline
• Familiarity working with operations, training, quality, or change teams
• A curious, inclusive approach and confidence working in ambiguity

Where your brilliance can take you

At Boots, we believe in your potential. With our commitment to your development, you’ll have opportunities to grow your career and explore various pathways within the organisation.

Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us

At Boots, we’re proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we’re committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

What’s next?

If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

We hope to hear from you soon. Be brilliant with Boots.

Keywords
Customer, Journey, Specialist