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Job Description: We are currently seeking a Customer Journey Designer to join a dynamic team focused on improving the service experience for our residents. The role will be pivotal in mapping and enhancing the customer journey within the housing sector, ensuring every touchpoint and interaction is seamless, effective, and resident-focused. As a Customer Journey Designer, you will collaborate with various teams to create detailed journey maps, capturing both the front-end and back-end processes. You'll be instrumental in ensuring the smooth running of services by identifying areas for improvement, implementing service design tools, and working closely with residents and stakeholders to refine processes.
Key Responsibilities:
- Journey Mapping: Design and develop detailed customer journey maps, capturing all touchpoints, interactions, and emotions.
- Collaboration: Work with the Customer Journey Manager and cross-functional teams to align journey designs with organizational goals.
- Workshops and Feedback: Lead workshops with residents and stakeholders to gather insights, validate journey maps, and identify areas for process improvement.
- Service Blueprinting: Use service blueprinting techniques to map both customer-facing and back-end processes.
- Digital Tools: Create and update interactive journey maps using digital platforms like Miro, Figma, or similar tools.
- Reporting: Present detailed journey maps, insights, and recommendations to the team and leadership, highlighting actionable improvements.
- Customer Experience: Ensure the highest standards of customer care, addressing any challenges and optimising the experience for residents.
Key Skills & Experience:
- Proven experience in service design, customer experience or user experience (UX) roles.
- Familiarity with journey mapping and service blueprinting techniques.
- Strong ability to collaborate with cross-functional teams and stakeholders.
- Proficiency in using digital tools such as Miro, Figma, or similar for journey mapping.
- Experience in the housing sector or working within public sector services is advantageous.
- Excellent communication and presentation skills, with the ability to convey complex ideas clearly.
- Ability to work independently and take ownership of projects.
Additional Requirements:
- A proactive approach to problem-solving and identifying areas for service improvement.
- Strong organisational skills with the ability to prioritise tasks and meet deadlines.
- Familiarity with data analysis tools and CRM platforms (Salesforce, etc.) is a plus.
