Customer Journey Design Manger

Job Description

We’re a national law firm with a local reach. As a leading Superbrand 2020/21, in the past 12 months we have become the Official Legal Partner to England Rugby and was named as one of the UK’s top workplaces by Great Place to Work Initiative.  Our philosophy is ‘Expert Hand, Human Touch’ – something you’ll find in the way we work with our clients and how we support our teams. But, we’re more than just a law firm – we’re a team, working together to help individuals and businesses navigate life’s ups and downs.

Whichever team you join, working here you’ll feel a part of our friendly and inclusive environment. We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things, and make a real difference to our clients and communities.

The work we do has been recognised in the awards we’ve won. We’re committed to being even better, and our awards help to show we’re on the right track.

Our Team

Our client vision is to treat all clients as individuals, understand their needs and personalise our service and communications to be compassionate and straightforward. We’re committed to creating lifetime relationships which offer value adding services at the times our clients need it most.

We are led by client insight and strive for personalised experiences taking the effort away from our clients. Our ambition is give our clients choice through technology based solutions, improving our ways of working and efficiency.

Your Role

You’ll monitor and own the end to end Customer experience for the Firms customers by working with business leaders and business support function teams. Your focus will be to use current performance, insight, design and ‘end-to-end’ thinking to drive customer centric change and improvements. By developing and embedding a personalised, seamless and compassionate experience, increases recommendation, word of mouth and reputation.

What You’ll Be Doing

Your role will be combined of three core aspects each highlighted below including some of your responsibilities.

Customer experience and journey management & delivery:

  • Design and map end to end journeys
  • Highlight key touchpoints, pain points, customer needs and opportunities to add value where it matters to our customers.

Customer Centric Delivery:

  • Lead development and utilisation of core customer centric thinking, tools and techniques.
  • Lead initiatives to build a stronger customer culture, helping our colleagues to excel at the service we offer every day.
  • Use all relevant data from around the business and external market data to design life-changing experiences and journeys for our customers, demonstrating our Expert Hand, Human Touch approach

As a Subject Matter Expert you will:

  • Champion the voice of the customer consistently
  • Be an expert in design thinking methodology
  • Oversee all customer journeys and be a point of reference across the wider business

What we’re looking for

  • Experienced Customer Experience designer or Customer Journey Manager, with a track record of designing new processes and experiences and delivering customer focused improvements within a large scale service delivery business
  • Previous experience of Design Thinking methodology and journey mapping
  • Customer focused mind-set and ability to influence and inspire
  • Be the voice of the customer within business discussions and projects
  • Excellent presentation skills, with the ability to communicate complex messages visually & creatively
  • Full working knowledge of journey mapping software including Excel and PowerPoint
  • Resilient and change focused
  • Strong influencing and building relationship skills.

If this sounds like you we'd love to hear from you.

What we can offer you
  • 25 days annual leave, with the opportunity to buy additional leave
  • Two fundraising days in a year to give back to the community (fully paid!)
  • Westfield Health membership, offering discounted leisure and travel and refunds on medical services

We also offer a huge number of well-being initiatives to encourage positive mental health both in and out of the workplace as well as flexible working options to ensure that you are fully supported to work the way that best suits you. Our social responsibility programme is fundamental to who we are. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish. We have a range of groups to celebrate our people across sexuality, disability, age, gender and culture. 

Additional Information

As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.

Depending on the role you apply for we may carry out checks that will establish your eligibility to work in the UK, and criminal record check and financial checks ­with a credit reference agency will also be undertaken.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.