Customer Experience & Service Design Lead

About the role

We are looking for a Customer Experience & Service Design Lead to own and evolve the end‑to‑end experience for our founders. You will identify friction across the journey, reduce avoidable contact and design intuitive, self‑serve services that help customers succeed.

Key responsibilities

• Analyse customer contact drivers across all support channels and translate data into actionable insights.
• Map, maintain and continuously improve end‑to‑end customer journeys from pre‑purchase to post‑purchase.
• Identify friction points, define and prioritise improvements, and ensure alignment with product, content and communications teams.
• Design and optimise services that are simple, intuitive and scalable, using customer research and behavioural data.
• Lead service‑design initiatives from concept through implementation, reducing reliance on human support.
• Improve website content, help‑centre articles, emails and other customer communications to create effective self‑service experiences.
• Partner with product and UX teams to enhance digital touchpoints and ensure consistency across all customer‑facing content.
• Establish reporting on contact trends, drivers and opportunities, and drive continuous improvement.

Required profile

• Proven experience in customer experience, service design or related fields.
• Strong analytical skills with the ability to turn data into actionable recommendations.
• Demonstrated ability to work cross‑functionally with product, support and operations teams.
• Track record of leading design initiatives from concept to delivery.
• Excellent communication skills to convey insights and influence stakeholders.

Required skills