Journey Design Manager in City of Westminster

At Nuffield Health, everything we give our patients, members and customers would not be possible without you. Your passion, your warmth, your drive to make a difference. Whether it’s driving connected health, helping the nation, transforming experiences, or building the career you want - we give you the support to do it all. Join our journey. It starts with you.

We are looking for an experienced Journey Design Manager who is passionate about designing seamless customer experiences and embedding service design principles across our organisation. In this role, you will own and design end-to-end customer journeys across the Service Centre, Business Services, and Omnichannel, ensuring that every interaction is intuitive, efficient, and aligned with our strategic goals.

You will work closely with stakeholders, technology teams, and the Service Design & Change (SD&C) team to integrate systems, embed business rules, and deliver journeys that improve customer satisfaction and operational performance.

• Proven experience in journey design, service design, and experience mapping.
• Strong understanding of customer‑centric design principles and omnichannel experiences.
• Ability to analyse and document business processes and translate them into actionable designs.
• Experience collaborating with technology teams and influencing roadmaps.
• Excellent stakeholder engagement and communication skills, with the ability to use storytelling and empathy to convey insights.

• Design and own end-to-end customer journeys across the Service Centre, Business Services, and Omnichannel.
• Map customer experiences and embed business rules, notification triggers, unhappy paths, legal requirements, and insights into journey designs.
• Integrate agent‑led systems (PiMS, Trakcare) and support new proposition development and implementation.
• Use Mural to present and share journey designs in accessible formats.
• Analyse, document, and evolve business processes underpinning customer journeys, working closely with the SD&C team.
• Own customer handling processes across book, buy, and pay journeys.
• Collaborate with Process Designers to define supporting SOPs and QRGs, ensuring alignment with service delivery.
• Influence the technology roadmap by identifying and prioritising areas of improvement within customer journeys and service processes.
• Apply service design methodology to deliver change, manage impact, and track progress through a joined‑up change roadmap.
• Conduct user research, focus groups, and data analysis to generate insights and measure effectiveness of change initiatives.
• Engage and collaborate with stakeholders within Business Services to ensure governance and alignment.
• Build strong relationships to promote cross‑functional collaboration and effective communication throughout the change process.
• Identify opportunities for process optimisation, enhanced customer satisfaction, improved business outcomes, and cost consciousness.

We will provide the opportunity to shape and influence customer journeys across Nuffield Health. Support to develop your skills in service design, journey mapping, and change delivery. A collaborative environment where your ideas and contributions make a real difference.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options. At Nuffield Health, we take care of what’s important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role. Apply today… It starts with you.