CX Design Director

Join us, be part of more. We're so much more than an energy company. We're a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn't rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That's why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team: At British Gas, our mission is to sell it and mend it. We've been powering the UK's homes and businesses for over 200 years – but supplying energy is just part of what we do. We're making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we're making it cheaper and easier for our customers to reduce their carbon-footprint.

As CX Design Director, you will define and lead the end-to-end customer experience strategy across all journeys and touchpoints. You'll use service design and customer insight to simplify complex services, remove friction, and ensure experiences are consistent, caring, and commercially effective. You'll map customer journeys across digital and human channels, identify pain points, and prioritise improvements that deliver measurable impact – improving retention, reducing cost-to-serve, and supporting growth. You'll lead a multidisciplinary service design and journey management team and work closely with marketing, product, commercial, and customer-facing teams to deliver joined-up experiences. This is a senior role focused on driving substantial customer experience improvements that scale across the organisation, and deliver tangible value for customers and the business.

About the role:

• Own the end-to-end customer experience across all brands, channels, journeys, and touchpoints to drive satisfaction, loyalty, and lifetime value.
• Translate business and brand strategy into experience design, influencing senior leaders to embed CX into strategic planning, investment, and performance decisions.
• Lead and develop a multidisciplinary CX team, building capability, standards, and governance to deliver customer-led outcomes at scale.
• Use customer insight, research, feedback, and data to prioritise CX activity and focus investment on the journeys and moments that deliver the greatest impact.
• Drive end-to-end journey improvement through human-centred design, collaboration, and experimentation, delivering measurable improvements for customers and the business.

What we're looking for:

You're an experienced CX or Service Design leader with a strong track record of shaping end-to-end customer experiences in complex, regulated, or large-scale environments. You bring:

• Deep experience in service design and customer journey mapping.
• Strong leadership skills, with experience building and developing high-performing teams.
• Confidence using customer insight, research, and data to drive decisions.
• A pragmatic, commercial mindset, focused on delivering outcomes.
• The ability to influence senior stakeholders and work effectively across functions.

You care about making things simpler for customers and you know how to turn CX improvements into real business value.

Why should you apply? We're not a perfect place – but we're a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That's why we've designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.