At a Glance
- Tasks: Design and optimise IVR customer journeys to enhance user experience.
- Company: Leading UK organisation transforming customer contact experience.
- Benefits: Competitive daily rate, remote-first work, and collaborative environment.
- Other info: Ideal for those passionate about improving customer interactions.
- Why this job: Make a real impact on customer experiences in a modern contact centre.
- Qualifications: Experience in designing IVR journeys and call flows is essential.
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.
- Improved customer experience across voice channels.
- Reduced customer effort and friction.
- Lower abandonment and drop-off rates.
- Increased journey efficiency and containment.
- Clearer, simpler customer navigation paths.
- Improved routing accuracy and resolution rates.
- 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.
- Experience designing AI-assisted routing or conversational experiences.
- Telecommunications industry experience.
- IVR Designer
- Voice Journey Designer
- Contact Centre CX Designer
- Customer Journey Designer (Voice)
- Conversational Designer
- Contact Centre Flow Designer
- Voice UX Designer
- Amazon Connect Designer
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.
IVR Customer Experience Designer employer: PCR Recruitment
Join a leading UK telecommunications organisation that prioritises innovation and customer satisfaction, offering a remote-first work culture with just one day a month onsite. As an IVR Customer Experience Designer, you'll have the opportunity to shape transformative customer journeys while benefiting from a collaborative environment that fosters professional growth and development. With competitive daily rates and a focus on employee well-being, this role is perfect for those looking to make a meaningful impact in a dynamic industry.
StudySmarter Expert Advice🤫
We think this is how you could land IVR Customer Experience Designer
✨Join Customer Support Communities
Dive into online forums and communities like the Customer Support Community on Slack or Discord. These spaces are goldmines for freelance gigs as members often share clients looking for temporary support, and it's a great way to build your network.
✨Showcase Your Skills
Make sure to have a public portfolio or a strong LinkedIn profile highlighting your customer support skills. Share testimonials, case studies, and examples of how you've helped clients. This kind of visibility can catch the eye of companies seeking freelancers—like how PCR Recruitment might be looking for someone as flexible as you.
✨Freelance Platforms Are Your Friend
Get yourself set up on platforms like Upwork or Freelancer. They’re perfect for scoring short-term contracts in customer support. Plus, you can build your reputation through reviews, which will help you score bigger gigs down the line.
✨Tap into Local Businesses
Local businesses often need temporary customer support, especially during busy seasons. Don’t hesitate to walk into shops or call up local offices. You'd be surprised how many might be open to hiring freelancers like us to help them out!
We think you need these skills to ace IVR Customer Experience Designer
Some tips for your application 🫡
Show Off Your Customer Support Skills:In customer support, we know that communication is key. Highlight your experience in resolving conflicts, understanding customer needs, and handling inquiries effectively. Include real examples from previous roles that demonstrate these skills.
Prepare a Solid Portfolio:As a freelancer, your portfolio is your calling card! Include testimonials from satisfied customers, case studies on how you solved particular problems, and your approach to different customer scenarios. This will demonstrate your versatility and capability in customer support.
Be Clear About Your Availability:Freelance gigs often come with flexible hours, but it's important to outline when you can work. Be open about your availability in your application—this helps the hiring manager at PCR Recruitment know if you can meet their needs without any hiccups!
Tailor Your Application to PCR Recruitment:Every company has its vibe and customer approach. Research PCR Recruitment's mission and their support philosophy. Use this knowledge to personalise your cover letter and show how your style aligns perfectly with theirs—this makes you stand out in the freelance crowd!
How to prepare for a job interview at PCR Recruitment
✨Showcase Your Problem-Solving Skills
Freelancing in customer support means you'll often be solving unique problems on the fly. Be ready to share specific examples where you've effectively addressed customer issues, highlighting your critical thinking and adaptability. It’s all about showing you can think on your feet!
✨Familiarise Yourself with the Tools of the Trade
Knowing your way around customer support tools like Zendesk, Freshdesk, or even CRM systems can set you apart. Make sure to mention any experience with these platforms during the interview to demonstrate your readiness to hit the ground running at PCR Recruitment.
✨Be Ready to Discuss Your Availability and Flexibility
As a freelancer, your availability can be a key factor in the decision-making process. Be prepared to discuss how many hours you can commit and your willingness to work odd hours or on weekends to meet customer needs. This shows your commitment and readiness to jump into the role.
✨Highlight Your Communication Style
In customer support, how you communicate can make or break the customer experience. Be ready to talk about your communication style, perhaps even demonstrating it during the interview. Show that you're personable, empathetic, and capable of conveying complex information clearly to clients.
