At a Glance
- Tasks: Design engaging customer journeys and automate workflows for a seamless experience.
- Company: Join a forward-thinking company focused on customer success and innovation.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and career advancement.
- Why this job: Make a real impact by enhancing customer experiences with cutting-edge technology.
- Qualifications: 3-5 years in Customer Success or related fields, with strong analytical skills.
The predicted salary is between 50000 - 65000 £ per year.
As a Customer Journey Designer in our Customer Success team, you will be responsible for translating journey strategy into tangible, high-quality customer touchpoints. Reporting to the Customer Journey Leader, you will design and execute the content, automation workflows, and engagement programs that move customers from onboarding through adoption, retention, and growth, across Enterprise, Mid-Market, and Digital segments. You will combine a customer-first mindset with strong operational and analytical skills, using AI and automation to deliver proactive, personalized engagement at scale.
Job Responsibilities
- Designs and delivers personalized, segment-specific engagement touchpoints and communications across all lifecycle stages (Onboarding, Adoption, Retention, Growth) and customer segments (Enterprise, Mid-Market, Digital), using data, customer insights, and journey objectives to determine the most effective engagement strategies, channels, timing, and success measures.
- Creates and maintains detailed customer journey maps across all segments and lifecycle stages, keeping them current as the product, customer base, and business priorities evolve; uses these maps as a living reference to identify gaps, align stakeholders, and inform engagement design decisions.
- Builds and manages trigger-based workflows and automation that proactively respond to customer signals such as low adoption, unresolved tickets, or key milestones.
- Works closely with the Customer Journey Leader to translate strategy into executable programs and campaigns, determining the best approaches to achieve high-level objectives.
- Partners with Marketing, Operations, and Support to align messaging, channels, and timing across the customer lifecycle.
- Coordinates with the Customer Success team to embed journey touchpoints into day-to-day workflows and ensures strong adoption of new processes and procedures.
- Contributes to the Executive Sponsorship program for Enterprise customers, designing premium experiences at key milestones.
- Evaluates and proposes AI tools and automation capabilities to improve journey personalization and scalability, staying current with emerging technologies relevant to customer engagement.
- Supports training and enablement of Customer Success team members on new journey programmes, playbooks, and tools, helping drive organizational adoption of customer-centric processes.
- Monitors and reports on journey performance metrics including time-to-value, product adoption, renewal rates, CSAT, and NPS, comparing and contrasting data from a variety of sources in a thorough and time-sensitive manner.
- Identifies friction points and underlying root causes across the customer journey, applying the appropriate level of analysis and investment to drive meaningful and scalable improvements.
- Runs structured testing and iterative improvements across journey touchpoints, proactively solving complex and evolving customer journey challenges to optimize engagement, journey execution, and overall customer experience outcomes.
- Accountable for delivering high-quality, on-time work product; dependencies and impacts are vetted and mitigated upon final delivery.
Knowledge and Experience
- 3–5 years of experience in Customer Success, Customer Experience, Lifecycle Marketing, or a related field within enterprise SaaS.
- Possesses and applies comprehensive knowledge of customer journey design, lifecycle engagement, and service/process design methodologies to deliver complex cross-functional initiatives.
- Demonstrable experience designing customer-facing programs or journeys with measurable outcomes.
- Hands-on experience with automation, trigger-based campaigns, or lifecycle workflows, expertise in tools such as Gainsight, Marketo, Salesforce, or equivalent.
- Experience leveraging AI tools and technologies to improve personalization, operational efficiency, customer insights, content creation, or scalable customer engagement.
- Experience creating journey maps, service blueprints, workflows, and process designs using tools such as Lucidchart, Visio, Miro, Figma, or equivalent visualization and process-mapping platforms.
- Analytical mindset, comfortable using journey, adoption, engagement, and operational data to identify trends, evaluate complex or intangible factors, and inform decisions.
- Leverages data, customer insights, and operational knowledge to recommend improvements to customer journeys, workflows, and lifecycle experiences.
- Understanding of customer segmentation and how to adapt experiences for different tiers and personas.
- Experience communicating effectively and reporting to a variety of audiences.
- Good commercial awareness, with an understanding of how customer journey outcomes connect to renewal, expansion, and overall business performance.
- Collaborative working style with experience partnering across Marketing, Product, Operations, Enablement, and Customer Success functions to deliver connected customer experiences at scale.
Senior Customer Journey Designer in London employer: Optimizely
As a Senior Customer Journey Designer in our dynamic Customer Success team, you will thrive in a culture that prioritises innovation and collaboration, leveraging cutting-edge AI and automation to enhance customer engagement. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment that encourages creative problem-solving. Located in a vibrant area, we offer a unique work-life balance, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Journey Designer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Optimizely. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Optimizely before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Journey Designer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Optimizely:Your cover letter is your chance to shine! Tell us why you want to work at Optimizely specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Optimizely!
How to prepare for a job interview at Optimizely
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
