Customer Journey Designer
Salary: £42,628 – £44,000
Location: Ealing/Staines/Winchester or Oxford office base with hybrid working
Contract: 12-month secondment, 35 hours per week
About us
We’re a UK housing association committed to a new vision – providing homes people love to live in.
With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership.
Our 70,000 customers have diverse backgrounds and levels of income and we’re here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose – delivering more homes and better services for customers.
We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.
Role Overview
We are looking for a Customer Journey Designer to join our dedicated Business Improvement division. This role will be tasked with championing the voice of the customer when designing service improvements. This will include utilising customer insights to map, analyse and refine customer interactions to enhance service delivery as well as working with stakeholders to ensure a seamless, customer-centric experience.
Key responsibilities:
- Be a team member within a high-performing team that supports operational service leads and other managers with all matters related to service quality, performance, and improvement
- Lead the design and development of detailed customer journey maps, capturing key touchpoints, interactions, and customer emotions
- Map out and improve customer interactions and internal processes to create a smooth experience
- Utilise business intelligence; complaints, service recovery, survey insights, and quality assurance feedback to identify and implement customer experience improvements
- Work in partnership with the Insights and Engagement team to understand customer experiences and use this information to validate journey maps and identify opportunities for improvement
- Champion the application of the Group’ Prioritisation Policy by ensuring that key customer processes cater for individual customer needs
- Contribute to Rapid Improvement workshops, ensuring customer considerations are embedded at every stage before and during these sessions
- Leverage digital tools and platforms to create dynamic and interactive journey maps that can be iterated upon as services evolve
- Collaborate with cross-functional teams to ensure journey designs are actionable and drive innovation in service delivery
- Champion best practices in customer experience design, embedding a customer-first culture
- Stay ahead of emerging trends in journey mapping and service design, bringing fresh ideas and methodologies into the organisation
- Present journey insights, recommendations, and maps to internal stakeholders, ensuring clarity and alignment with business objectives
More about you:
- Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
- Expertise and hands-on experience in journey mapping, service blueprinting, and user experience design
- Strong analytical and empathetic abilities, with the skills to capture and visualise complex customer interactions
- Proven experience in facilitating workshops, gathering insights, and translating findings into tangible improvements
- Ability to work across teams to develop, document, and refine customer journeys
- Excellent stakeholder relationship management skills and proven ability to maintain successful relationships with colleagues and customers
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development.
In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
We also operate a Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions.
Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.
If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: resourcing@a2dominion.co.uk
A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will:
- actively look to attract and recruit disabled people
- provide a fully inclusive and accessible recruitment process
- offer an interview to disabled applicants who meet the minimum criteria for the job
- be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
- make reasonable adjustments as required
At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.
Meeting the role requirements
We recognise that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at resourcing@a2dominion.co.uk.
A2Dominion is proud to be a family friendly employer
Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us.”
Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.
