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For Companies At a Glance
- Tasks: Design innovative customer experiences and collaborate with clients to drive impactful engagement.
- Company: Join Optima Partners, a leading consultancy in AI-driven transformation.
- Benefits: Competitive salary, dynamic team environment, and opportunities for professional growth.
- Why this job: Make a real impact on customer experience for top UK brands while learning from industry experts.
- Qualifications: 2+ years in consulting or relevant experience, strong communication skills, and a passion for customer engagement.
- Other info: Be part of a fast-growing team with exciting projects across various industries.
The predicted salary is between 36000 - 60000 £ per year.
Overview
We\’re looking for a Customer Experience Design Consultant to join our growing Customer Strategy & Engagement team. This is an exciting opportunity for somebody with 2+ years\’ consulting or relevant in-house experience, who is eager to make an impact at the intersection of marketing, technology and customer experience. As part of our project teams, you will help leading organisations modernise how they plan, deliver and measure customer engagement, collaborating with clients to design future-fit 1-1 customer experiences that drive real business outcomes. This is a role that offers variety, challenge and the chance to learn from senior experts, while shaping the future of customer-centric marketing with some of the UK\’s most ambitious and well-known brands. You\’ll be part of Optima\’s Customer Strategy & Engagement service line; a dynamic group of consultants who help clients unlock customer value and deliver transformation and bring bold ideas and practical solutions to every engagement. You\’ll collaborate closely with colleagues across other services lines, including Growth, Delivery, Data Science and Data Engineering, contributing your marketing expertise to shape integrated, future-ready solutions. Our team is based all over the UK, but every individual is aligned to one of our offices in either Edinburgh, London and Bristol.
Responsibilities
- Build trusted client relationships, supporting the design and delivery of transformation programmes that elevate customer experience.
- Shape clear, compelling proposals and presentations that bring innovative customer engagement ideas to life and help win new work.
- Support the creation of 1-1 customer experience design that uncover pain points, inspire ideas, and shape seamless end-to-end experiences.
- Assist in designing end-to-end customer communications journeys and contact strategies.
- Collaborate with data analysts to define eligibility, contact rules, and engagement logic and identify data requirements.
- Design and co-facilitate workshops that drive collaboration, inspire innovation, and clarify customer-focused strategies.
- Bring curiosity and initiative, spot opportunities, suggest improvements, and help teams deliver more effectively.
- Champion personalised, data-driven customer engagements, helping clients use insight and technology to build meaningful one-to-one relationships at scale.
- Turn research, data, and behavioural analysis into smart, actionable insights that shape strategy and optimise customer journeys.
- Stay ahead of the curve, organise project plans, track milestones, and surface ideas to enhance delivery and impact.
- Communicate with clarity and energy, simplifying complex ideas through compelling storytelling, decks, and discussions.
- Collaborate with senior stakeholders to align on vision, priorities, and customer-centric outcomes across marketing and engagement initiatives.
Qualifications
Essential
- Customer journey and experience mapping.
- Customer lifecycle management.
- Multi-channel journey and interaction design.
- Digital CRM and personalisation.
- A curiosity about how people engage with digital services.
- Customer experience measurement.
- Proficient in MS PowerPoint and Excel.
- Exceptional presentation and communication skills.
- 2+ years professional working experience.
Desirable
- 2+ years consulting, contracting/agency, or client success role.
- Strong analytical mindset and experience working with digital and customer data.
- Knowledge of leading enterprise 1-1 marketing automation tools like Adobe, Pega, and Salesforce.
- Agile delivery experience, including tools like JIRA, Confluence, Figma, or Miro.
- Experience in regulated industries (e.g. banking, insurance).
Optima Partners brings together expertise in design, transformation, data, marketing and technology to help organisations grow and thrive. We are the go-to challenger consultancy for AI-driven transformation in the financial services, energy and telecoms industries, helping clients move from strategy to outcomes fast. Our clients include Lloyds Banking Group, Barclays, Virgin Money, Royal London and The AA.
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Consultant - Customer Experience Design employer: Optima Partners
Contact Detail:
Optima Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Consultant - Customer Experience Design
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategies and think about how you can contribute. This shows you're genuinely interested and ready to make an impact.
✨Tip Number 3
Practice your storytelling skills. When discussing your experiences, frame them in a way that highlights your problem-solving abilities and how you've improved customer journeys. Make it relatable and engaging!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and eager to join our team.
We think you need these skills to ace Consultant - Customer Experience Design
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer experience shine through. We want to see how you can bring innovative ideas to the table and how your past experiences have shaped your understanding of customer journeys.
Tailor Your Proposal: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. Highlight your consulting experience and any relevant projects that demonstrate your ability to design impactful customer experiences.
Keep It Clear and Engaging: Your written application should be easy to read and engaging. Use clear language and structure your thoughts logically. Remember, we love compelling storytelling, so don’t hesitate to share your journey in a way that captivates us!
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and allows us to keep track of all applicants efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at Optima Partners
✨Know Your Customer Journey
Make sure you understand customer journey mapping inside out. Be ready to discuss how you've previously identified pain points and designed seamless experiences. Bring examples of your work that showcase your ability to enhance customer engagement.
✨Showcase Your Analytical Skills
Since this role involves working with data, be prepared to talk about your experience with customer data analysis. Highlight any tools you've used, like Excel or CRM systems, and how you've turned insights into actionable strategies for improving customer experiences.
✨Prepare Compelling Proposals
Think about how you can present innovative ideas clearly and engagingly. Practice crafting proposals that not only outline your ideas but also demonstrate how they can drive real business outcomes. Use storytelling techniques to make your presentations memorable.
✨Demonstrate Collaboration Skills
This role requires working closely with various teams, so be ready to share examples of how you've successfully collaborated in the past. Discuss any workshops you've facilitated or participated in, and how you’ve driven innovation through teamwork.
