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About the Role

We are seeking a CX & Service Design Lead to own and evolve our end-to-end customer experience. This role involves identifying customer journey friction, reducing unnecessary contact, and designing intuitive services for effective self-service. You will leverage customer insights, data analysis, and service design to enhance pre-purchase, purchase, and post-purchase stages, collaborating with product, support, and operations teams to achieve measurable improvements in customer experience and efficiency.

Responsibilities

Analyze customer contact drivers across all support channels.
Identify root causes of customer issues and failure demand.
Translate data into actionable insights and prioritized improvements.
Establish reporting on contact trends, drivers, and opportunities.
Map and maintain end-to-end customer journeys (pre to post purchase).
Identify friction points and areas of inconsistency.
Define and prioritize improvements across key journeys.
Ensure alignment across product, content, and communications.
Design and optimize services to be simple, intuitive, and scalable.
Use customer research and behavioral data to inform design decisions.
Reduce reliance on human support through better service design.
Lead service design initiatives from concept through to implementation.
Improve website content, help centers, emails, and customer communications.
Design effective self-service journeys and support experiences.
Partner with product and UX teams to improve digital touchpoints.
Ensure consistency and clarity across all customer-facing content.
Identify and reduce unnecessary customer contact.
Address root causes of repeat issues and inefficiencies.
Partner with support teams to implement improvements.
Track and report on impact (e.g. contact reduction, CSAT, effort scores).

Requirements

Proven experience in Customer Experience, Service Design, or Journey Management roles.
Strong analytical skills with the ability to interpret customer and operational data.
Experience mapping and improving end-to-end customer journeys.
Understanding of contact center operations and drivers of customer demand.
Experience designing or improving digital/self-service experiences.
Excellent stakeholder management and cross-functional collaboration.
Ability to move between strategy and hands-on execution.
Experience in fast-paced, scaling, or digital-first businesses.
Familiarity with CX metrics (CSAT, NPS, CES) and contact centre KPIs.
Background in UX, product.
Experience implementing service design frameworks or methodologies.

Skills

Customer Experience
Service Design
Journey Management
Data Analysis
Customer Insight
Stakeholder Management
Cross-functional Collaboration
UX
Product Development
Service Design Frameworks
CX Metrics (CSAT, NPS, CES)
Contact Centre KPIs

Location

London-based
Office-based

Work Type

Hybrid working model

Experience Level

Senior

Salary/Compensations

Competitive salary

Benefits

Comprehensive benefits package
Real opportunities for progression as the business scales
The chance to influence both customer experience and product development
A culture that values ownership, impact, and continuous learning

About the Company

1st Formations empowers entrepreneurs to start, run, and grow their businesses with confidence.
We are a leading UK provider of company formation and compliance services, building a modern, fully integrated technology platform.
Our platform integrates formation, compliance, accounting, payroll, and ongoing business support.
We are a Certified B Corp and Carbon Neutral Business.
We have £18m annual revenue, including £9m ARR.
We have formed over 1 million companies.
We are forecast to grow 5x–10x over the next three years.

Equal Opportunity

1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace.
We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity.
We encourage individuals from all backgrounds to apply.
If you have a disability or special need that requires accommodation, please let us know.