Job Introduction
Notting Hill Genesis, one of London’s biggest housing associations, is seeking a Customer Journey Designer. We’re changing how we do things for customers, and this role will be at the heart of that change. Our values and social purpose are what drives us forward so we’re seeking candidates who believe in putting the customer first.
As a Customer Journey Designer, you’ll play a pivotal role in transforming the service we offer to our customers by designing and crafting intricate and detailed customer journeys focused on the things that customers have told us matter most- repairs and maintenance, paying rent, bills, and service charges, and the home lifecycle. You’ll be joining us at a really exciting time and will be part of a new Customer Journey and Insight team within Customer Experience and the wider Operations department.
Are you inspired to join us? Learn more about the Customer Experience team in our recruitment pack.
Main Responsibility
The Customer Journey Designer will be the cornerstone of journey design and mapping. Your key responsibilities will include:
- Collaborating with the Customer Journey Manager to understand objectives and align journey designs with organisational goals.
- Leading the design and development of detailed journey maps, capturing every touchpoint, interaction, and emotion experienced by residents.
- Employing service blueprinting techniques to visualise front-end and back-end processes underlying each journey.
- Conducting regular workshops with residents and stakeholders to gather insights, validate journey maps, and identify areas for improvement.
- Using digital tools and platforms to create interactive journey maps that can be easily shared, updated, and iterated upon.
- Collaborating with cross-functional teams to ensure journey designs are actionable, highlighting areas for process improvement and innovation.
- Presenting detailed journey maps, insights, and recommendations to Customer Journey Managers, ensuring alignment with the design direction.
The Ideal Candidate
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.
Essential:
- Expertise in journey mapping, service blueprinting, and user experience design.
- Experience in designing/documenting, refining, and presenting detailed customer journey maps.
- Strong analytical and empathetic skills, with the ability to capture and visualise complex journey nuances.
Desirable:
- Proficiency in using digital tools and platforms specifically designed for journey mapping and design.
- A genuine passion for crafting intricate and detailed journey maps that offer clear insights and actionable recommendations.
What’s in it for me?
At Notting Hill Genesis, you’ll find plenty of opportunities to grow within our organisation.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity and adoption pay - we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
- Interest free loans: season ticket loan, tenancy deposit loan and training loan
- Cycle to work scheme
- Life Assurance x 4 annual salary
Selection process
Step 1: If interested, please send your application now.
Step 2: Successful candidates will be invited to complete an assessment
Step 3: Successful candidates will be invited for interview
Please apply for this role with us online. If you are not able to apply online or if you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk to discuss your requirements.
Please note that we reserve the right to close this vacancy early if we receive sufficient applications, so we advise you to apply at your earliest opportunity.
About the Company
Notting Hill Genesis is one of the largest housing associations in London and the South East, providing over 60,000 homes and employing around 1,500 staff. We provide homes across a range of tenures and are committed to delivering affordable housing to all.
For more information on what we do and what makes use different, please visit: NHG Careers
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit: https://www.nhg.org.uk/careers/diversity-is-our-strength/
To find out more about Diversity and inclusion at NHG, please visit our website.
