At a Glance
- Tasks: Design and optimise IVR customer journeys to enhance user experience.
- Company: Leading UK organisation transforming customer contact experiences.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with exposure to innovative AI-driven solutions.
- Why this job: Make a real impact on customer interactions in a modern contact centre.
- Qualifications: Experience in designing IVR journeys and strong understanding of customer experience principles.
The predicted salary is between 45000 - 55000 £ per year.
We are supporting a leading UK organisation undergoing a significant transformation of its customer contact experience and are looking for an experienced IVR CX Designer to help redesign and optimise customer journeys across voice and conversational channels. This role will focus on improving the customer experience within a modern contact centre environment, designing intuitive, efficient and effective IVR journeys that reduce customer effort while increasing containment and resolution rates.
The successful candidate will work closely with product owners, customer experience teams and contact centre stakeholders to analyse existing journeys, identify areas for improvement and design future‑state customer interactions.
Key Responsibilities- Design and optimise end‑to‑end IVR customer journeys and call flows.
- Create and maintain flow diagrams using Visio or similar journey mapping tools.
- Define and improve:
- Prompt design
- Routing logic
- Queue management
- Error handling scenarios
- Map customer intents and decision pathways.
- Design authentication and verification journeys.
- Build logic for recognised and unrecognised customer intents.
- Define self‑service and agent‑assisted routing strategies.
- Review existing customer journeys and identify opportunities to simplify experiences and reduce friction.
- Remove ineffective or low‑performing journey paths and improve navigation structures.
- Support the introduction of AI‑driven routing and conversational experiences.
- Collaborate with stakeholders across customer operations, contact centre teams and product functions.
- Strong hands‑on experience designing IVR and voice customer journeys.
- Experience designing call flows, prompts, routing logic and customer interaction scenarios.
- Ability to independently design complex logic flows and customer pathways.
- Experience using Visio or similar journey mapping tools.
- Strong understanding of customer experience principles within contact centre environments.
- Ability to quickly understand existing journeys and recommend improvements.
- Experience with Amazon Connect or similar cloud contact centre platforms.
- Experience working within large enterprise environments.
- Exposure to chat and conversational customer journeys.
- Telecommunications industry experience.
- IVR Designer
- Voice Journey Designer
- Customer Journey Designer (Voice)
- Conversational Designer
- Contact Centre Flow Designer
- Voice UX Designer
- Amazon Connect Designer
IVR Customer Experience Designer in London employer: PCR Digital
Join a leading UK organisation that prioritises innovation and excellence in customer experience. As an IVR Customer Experience Designer, you will thrive in a collaborative work culture that values your expertise and creativity, offering ample opportunities for professional growth and development. With a focus on transforming customer journeys, you'll be part of a dynamic team dedicated to enhancing service delivery in a modern contact centre environment.
StudySmarter Expert Advice🤫
We think this is how you could land IVR Customer Experience Designer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PCR Digital. 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 PCR Digital 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 IVR Customer Experience 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 PCR Digital:Your cover letter is your chance to shine! Tell us why you want to work at PCR Digital 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 PCR Digital!
How to prepare for a job interview at PCR Digital
✨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.
