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For Companies At a Glance
- Tasks: Design and optimise customer journeys, ensuring seamless experiences across all channels.
- Company: Join RS Group, a forward-thinking company focused on customer-centric solutions.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Other info: Collaborative environment with a focus on learning and development.
- Why this job: Make a real impact by enhancing customer experiences and driving continuous improvement.
- Qualifications: Experience in customer journey mapping and strong analytical skills required.
The predicted salary is between 45000 - 55000 ÂŁ per year.
Location: Hybrid (London, Corby or Manchester)
Employment type: Permanent
Overview
RS Group is looking for a Service Designer – Customer Journey to join our team on a permanent basis. In this role, you will support the design, ownership, and continuous improvement of end‑to‑end customer journeys, ensuring they effectively balance customer needs, business goals, and technology capabilities. Working closely with the Head of Customer Journeys, you will help shape seamless, consistent, and engaging experiences across all channels—both digital and offline. You will play a key role in connecting front‑end customer experiences with the back‑end processes, systems, and teams that enable them. By creating a holistic view of the customer journey, you will identify opportunities for meaningful improvement and help deliver experiences that are intuitive, efficient, and aligned with a customer‑centric vision.
What You'll Be Doing
- Support the design, mapping, and continuous optimisation of end‑to‑end omnichannel journeys (digital, offline, assisted, and self‑service).
- Identify friction points and opportunities to simplify and enhance the overall customer experience.
- Apply human‑centred and service design principles to ensure journeys reflect real customer needs, behaviours, and pain points.
- Analyse how customers interact across digital channels, offline touchpoints, and service environments.
- Map cross‑functional processes, systems, and tools that underpin customer journeys, identifying dependencies, inefficiencies, and areas for improvement.
- Connect front‑end and back‑end processes to ensure a seamless and realistic delivery of the customer experience.
- Contribute to building and evolving service design capability, improving how systems and processes support journey delivery.
- Support the definition of technology and process requirements needed to deliver the desired customer journey vision.
- Collaborate with Product and Process Owners to optimise journey capabilities.
- Partner with Sales Effectiveness and Service Effectiveness teams to ensure journeys reflect the full customer experience, including quotes and offline order placement.
- Stay informed on industry best practices and evolving customer behaviours to drive continuous improvement.
- Work with commercial insight teams to define KPIs and metrics to measure journey performance and impact.
About You
Customer‑focused service designer who simplifies complex problems into effective experiences, working across teams to connect people, processes, and technology. Combines strong analytical thinking with a hands‑on approach to turn insights into clear, actionable journey designs, and thrives in collaborative, fast‑paced environments with a focus on continuous learning and improvement.
What You'll Need
- Experience in customer journey mapping, tools, and processes.
- Strong background in customer journey development and service design principles.
- Proven ability to connect front‑end experiences with back‑end processes, systems, and operational realities, creating clear visualisations.
- Experience working in complex environments, ideally within a B2B organisation.
- Ability to analyse and simplify complex processes into intuitive journeys and workflows.
- Experience working in matrix organisations across multiple geographies.
- Strong stakeholder management and collaboration skills.
- A proactive mindset, with a focus on performance and continuous personal development.
- Project management experience; Lean / Six Sigma qualifications are advantageous.
Service Designer - Customer Journey employer: RS UK & Ireland
Contact Detail:
RS UK & Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Designer - Customer Journey
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service design. Think about how you can showcase your experience in customer journey mapping and connecting front-end experiences with back-end processes.
✨Tip Number 3
Don’t just apply anywhere—focus on companies that align with your values and career goals. Check out our website for openings at RS Group and tailor your approach to show how you can contribute to their customer-centric vision.
✨Tip Number 4
Follow up after interviews with a thank-you note. It’s a great way to express your appreciation and reiterate your interest in the role. Plus, it keeps you fresh in their minds as they make their decision!
We think you need these skills to ace Service Designer - Customer Journey
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Designer role. Highlight your experience in customer journey mapping and service design principles, showing how you can simplify complex problems into effective experiences.
Showcase Your Skills: Don’t just list your skills—demonstrate them! Use specific examples from your past work that illustrate your ability to connect front-end experiences with back-end processes. This will help us see how you can contribute to our team.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who thrives in collaborative environments, so share your passion for continuous learning and improvement. It’s all about connecting with us!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates about the process. We can’t wait to hear from you!
How to prepare for a job interview at RS UK & Ireland
✨Know Your Customer Journey
Before the interview, dive deep into understanding customer journey mapping. Familiarise yourself with the tools and processes used in this area. Be ready to discuss how you’ve simplified complex journeys in the past and how you can apply those skills to enhance RS Group's customer experiences.
✨Showcase Your Analytical Skills
Prepare examples that highlight your analytical thinking. Think about times when you've identified friction points in customer journeys and how you addressed them. Being able to articulate these experiences will demonstrate your ability to connect front-end experiences with back-end processes.
✨Collaborate Like a Pro
Since this role involves working across teams, be prepared to discuss your collaboration experiences. Share specific instances where you partnered with different stakeholders to optimise customer journeys. Highlight your strong stakeholder management skills and how they contributed to successful outcomes.
✨Stay Ahead of Industry Trends
Research current trends in service design and customer experience. Be ready to discuss how these trends could impact RS Group and suggest ways to incorporate them into their strategies. Showing that you’re informed and proactive about continuous improvement will set you apart.