Customer Journey Designer

Are you passionate about understanding residents’ experiences and using their insight and lived experiences to design simpler, more effective services?

We’re looking for a Customer Journey Designer to join our Customer Journey & Insight team and play a key role in helping Notting Hill Genesis design better experiences around the things that matter most to residents, including the home lifecycle, repairs and maintenance, and paying rent, bills and service charges.

This role sits at the heart of understanding, visualising and improving how residents interact with NHG. Working alongside Customer Journey Managers, Customer Journey Designers, colleagues across the Customer Experience Directorate and wider operational teams, you’ll help ensure our residents experiences, needs, expectations and behaviours are fully researched and understood and used to shape our services for the future.

A key part of the role will involve designing and implementing resident research activities to understand how people experience our services. You’ll work directly with residents to capture their feedback, identify pain points, explore unmet needs and validate potential improvements. By combining resident insight with journey mapping and service design techniques, you’ll help create services that are simpler, more intuitive and more effective for the people who use them.

You’ll be responsible for designing research projects using quantitative and qualitative methods and undertaking the research directly with residents- that may be in the community, in one of our offices, online or over the phone. To make sure we’re reaching our residents at a time and location that suits them, this role is all about working flexibly and putting our residents needs first.

We’re looking for someone who can plan and deliver high-quality, inclusive user research.

You’ll be able to listen and understand residents’ perspectives and capture their experiences through your research. You’ll generate actionable insights from qualitative and quantitative data and present back your findings, communicating these clearly and tailoring to the needs of your audience and stakeholders.

• Lead resident research activities, gathering insight through workshops, engagement sessions and other customer research methods to better understand resident experiences, needs and pain points.
• Facilitate inclusive, accessible workshops principally with residents, but also where needed with stakeholders and colleagues to validate findings.
• Create interactive journey maps and design artefacts using digital tools that can be shared, updated and developed across the organisation.
• Work collaboratively with cross-functional teams to ensure solutions translate into practical improvements and innovation opportunities.
• Present research findings and recommendations to Customer Journey Managers and stakeholders, helping inform decision-making and prioritisation.
• Share best practice across the wider Customer Journey & Insight team and champion the voice of the customer throughout NHG.

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

• Experience designing and delivering user research projects that are inclusive and accessible.
• Experience conducting customer research to understand needs, behaviours and experiences.
• Experience designing, documenting, refining and presenting customer research findings including using customer journey maps.
• Strong analytical and empathetic skills, with the ability to understand and visualise complex customer journeys and experiences.
• Profi…