Service Designer – Customer Journey
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.
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