At a Glance
- Tasks: Redesign and optimise customer journeys in a modern contact centre environment.
- Company: Leading UK organisation transforming customer contact experience.
- Benefits: Competitive daily rate, remote-first work, and flexible onsite requirements.
- Other info: Ideal for problem solvers passionate about enhancing customer interactions.
- Why this job: Make a real impact on customer experiences using innovative design solutions.
- Qualifications: Experience in customer experience design and understanding of contact centre principles.
The predicted salary is between 55000 - 60000 £ 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.
- Design and optimise end-to-end IVR customer journeys and call flows.
- Prompt design.
- Design authentication and verification journeys.
- Support the introduction of AI-driven routing and conversational experiences.
- Improved customer experience across voice channels.
- Ability to independently design complex logic flows and customer pathways.
- Strong understanding of customer experience principles within contact centre environments.
- Exposure to chat and conversational customer journeys.
- Experience designing AI-assisted routing or conversational experiences.
This role would suit someone who enjoys solving customer experience challenges, simplifying complex journeys and improving how customers interact with large-scale service organisations. It is a customer journey and service design role rather than a software engineering or architecture position.
User Experience / Customer Experience Designer in London employer: PCR Recruitment Limited
Join a forward-thinking organisation that prioritises innovation and customer satisfaction in the telecommunications sector. With a remote-first approach, you will enjoy flexibility while collaborating with passionate teams dedicated to transforming customer experiences. The company fosters a culture of continuous learning and growth, offering ample opportunities for professional development and the chance to make a meaningful impact on customer journeys.
