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For Companies At a Glance
- Tasks: Design and deliver personalised customer experiences using cutting-edge technology.
- Company: Fast-growing professional services firm transforming customer engagement.
- Benefits: Competitive salary, 37 days holiday, private medical insurance, and employee perks.
- Why this job: Join a dynamic team working with major brands to shape customer journeys.
- Qualifications: 2+ years in consulting or relevant experience, strong communication skills.
- Other info: Opportunities for learning, training, and career growth in a collaborative environment.
The predicted salary is between 50000 - 60000 £ per year.
Optima Partners is a fast‑growing professional services firm helping leading organisations transform customer engagement at the intersection of marketing, technology, and data. As we scale from 80 to 200 people, we’re growing our Customer Strategy & Engagement consulting team. We work with major brands including Lloyds Banking Group, NatWest, Nationwide, Aviva, Virgin Media O2, BT, Centrica, and GSK.
The Role
We’re looking for a Customer Experience Design Consultant with 2+ years’ consulting or relevant in‑house experience to help design and deliver personalised, future‑fit customer experiences. You’ll work within project teams to modernise how organisations plan, deliver, and measure customer engagement, shaping 1‑1 customer journeys that drive real business outcomes. A key part of the role is using real‑time decisioning platforms such as Pega Customer Decision Hub (CDH) to design and optimise data‑driven engagement strategies across channels.
Key Responsibilities
- Build trusted client relationships and support CX transformation programmes
- Design 1‑1 customer journeys and engagement strategies across channels
- Translate CX strategies into Next‑Best‑Action decisioning frameworks (Pega CDH)
- Support configuration of Pega CDH components (decision strategies, engagement policies, triggers)
- Collaborate with data teams to define rules, logic, and data requirements
- Design and facilitate client workshops and presentations
- Turn research and data into actionable customer insights
- Communicate complex ideas clearly through storytelling and strong presentations
What We’re Looking For
Essential
- Experience in customer journey mapping and lifecycle management
- Multi‑channel journey and interaction design experience
- Understanding of CRM, personalisation, and CX measurement
- Exposure to real‑time decisioning / Next‑Best‑Action concepts (ideally Pega CDH)
- Strong PowerPoint, Excel, and communication skills
Desirable
- Consulting or agency experience
- Experience with Pega CDH, Adobe, or Salesforce
- Agile delivery experience (e.g. Jira, Confluence, Figma, Miro)
- Background in regulated industries (banking, insurance)
What We Offer
- Competitive salary + bonus up to 15%
- 37 days holiday (incl. Christmas shutdown)
- Private medical insurance, life & income protection
- Pension scheme
- 1,000+ employee perks
- Dedicated learning, training, and certification support
Senior Consultant - Customer Experience Design in London employer: Optima Partners
Contact Detail:
Optima Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Consultant - Customer Experience Design in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Optima Partners or similar firms. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Showcase your skills! Create a portfolio or case studies that highlight your experience in customer journey mapping and engagement strategies. This will help you stand out and demonstrate your expertise in a tangible way.
✨Tip Number 3
Prepare for interviews by practising your storytelling skills. Be ready to explain how you've used data-driven strategies in past roles to improve customer experiences. Remember, it's all about making a connection with your potential employer!
✨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 take the initiative to engage directly with us.
We think you need these skills to ace Senior Consultant - Customer Experience Design in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Experience Design Consultant. Highlight your experience in customer journey mapping and any relevant projects you've worked on that align with our needs.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience design and how your skills can help us transform customer engagement for our clients.
Showcase Your Skills: Don’t forget to mention your experience with tools like Pega CDH, Adobe, or Salesforce. We want to see how you’ve used these platforms to create data-driven engagement strategies in your previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Optima Partners
✨Know Your Customer Journeys
Make sure you brush up on customer journey mapping and lifecycle management. Be ready to discuss specific examples of how you've designed 1-1 customer journeys in the past, as this will show your understanding of the role and its requirements.
✨Familiarise Yourself with Pega CDH
Since the role involves using Pega Customer Decision Hub, it’s crucial to understand its components and functionalities. If you have experience with real-time decisioning or Next-Best-Action concepts, prepare to share how you've applied these in previous roles.
✨Showcase Your Communication Skills
Strong communication is key in this role. Practice explaining complex ideas clearly and concisely, perhaps through storytelling techniques. You might even want to prepare a mini-presentation to demonstrate your skills during the interview.
✨Engage with Data Insights
Be prepared to discuss how you've turned research and data into actionable insights. Think of examples where your data-driven strategies led to successful customer engagement outcomes, as this will highlight your analytical skills and relevance to the position.