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About the Role

Moorhouse is a dynamic consulting firm focused on delivering sustainable change by turning strategy into action through exceptional delivery and a commitment to building a culture of change. As a transformation consultancy, we help clients shape their operations, service delivery, and people management to adapt to disruption and thrive in a changing world. Our customer experience consulting focuses on helping organizations get closer to their customers and shape distinctive interactions by uniting design with strategy and operating models.

Responsibilities

Lead and deliver Customer Experience, Service Design, or broader customer-centric transformation work.
Lead project teams to deliver high-quality deliverables and client results.
Use qualitative and quantitative insights to identify root causes, shape practical recommendations, and support effective decision-making.
Build trusted relationships, engage and influence senior stakeholders, and lead discussions through clear, compelling outputs.
Support and develop more junior colleagues.
Work across mixed client and consulting teams to deliver high-quality outcomes.
Take ownership beyond client delivery, leading internal initiatives, proposition development, knowledge building, or improvements to ways of working.
Play a visible role in helping lead the Customer Experience offering within the Strategy and Customer Team.
Contribute to bids and propositions.
Drive scoped internal initiatives that strengthen culture, ways of working, and impact.

Requirements

6 - 8 years’ consulting experience (big consulting firm, boutique consultancy, or industry experience in customer experience transformation).
Experience leading and delivering Customer Experience, Service Design or broader customer-centric transformation work.
Experience leading project teams to deliver high-quality deliverables and client results.
Experience with service blueprinting, journey mapping, user research, and user segmentation.
Strong problem-solving and analytical skills.
Strong interpersonal and communication skills.
Ability to build trusted relationships.
Ability to engage and influence senior stakeholders.
Ability to lead discussions through clear, compelling outputs.
Collaborative approach.
Experience supporting and developing more junior colleagues.
Strong sense of ownership beyond client delivery.
Experience leading internal initiatives, proposition development, knowledge building or improvements to ways of working.
Experience delivering customer-centric Operating Model and / or Strategy work is advantageous but not essential.
Strong interest in the latest digital trends, AI and developments and their relationship to customer and user experience.
Cross-sector experience is welcomed.
Curiosity, sound judgement, and the ability to adapt quickly to new client contexts.

Skills

Customer Experience
Service Design
Customer-centric transformation
Problem solving
Analytical skills
Qualitative insights
Quantitative insights
Interpersonal skills
Communication skills
Stakeholder engagement
Influencing
Collaboration
Operating Model
Strategy
Digital trends
AI

Location

Central London (near Liverpool Street)
Client offices

Work Type

Flexible working
Hybrid working

Experience Level

6 - 8 years’ consulting experience

Salary/Compensations

Up to £110,000 (comprising base salary of £82,005 and bonuses)

Benefits

25-30 days annual leave (increasing with service)
Option to buy or sell up to five days of annual leave per year
Life Assurance
Private Medical Insurance
Group Personal Pension Scheme
Discounted lifestyle and well-being benefits through Perkbox
Enhanced family-friendly package (generous parental pay, flexible working options, paid time off for family commitments)
Inclusive Culture and Community (employee resource groups, peer support, learning and education opportunities)
Transparent and consistent performance recognition and rewards

About the Company

Moorhouse is a dynamic consulting firm focused on delivering sustainable change.
We help clients succeed in their long-term goals by turning strategy into action through exceptional delivery and a commitment to building a culture of change.
As a transformation consultancy, we work with clients to shape the way they operate, deliver services and manage their people - helping them adapt to disruption and thrive in a changing world.
We pride ourselves on being proactive, collaborative and straightforward team players.
We move fast as a team, and honesty and integrity are key to how we work.
You’ll be part of a supportive and high-performing team that shares the load, looks after each other and celebrates success together.
You can expect an exciting and varied career that will stretch and develop you, with opportunities to help organisations respond to change and deliver lasting impact.
We don’t do politics, egos or personal agendas.
Moorhouse is currently unable to offer visa sponsorship for this role.
Our customer experience consulting is focused on helping organisations get closer to the people they serve and shape interactions that feel distinctive.
At Moorhouse we unite design with strategy and operating model and focus on changes that are meaningful for customers and users and tangible for organisations to deliver and achieve results.

Equal Opportunity

Moorhouse is proud to be an equal opportunities employer, and our values underpin a working environment that is inclusive for all those who work for us.
We encourage people to bring their whole selves to work, contribute ideas, take the initiative and be responsible for their impact on others internally and externally.