CX Designer
Job ID: 10102567
Home-Based - GBR
Fixed Term (Fixed Term)
Work From Home
Shape better services a CX Designer/Researcher – Pensions
Home Based
Fixed Term Contract to December 2025
This a new role supporting the Pensions Customer Experience team ensuring we have market leading digital experiences for our clients. We want to redefine how we define, design and manage our digital journeys and how we interact and engage with customers throughout their end-to-end digital journey. We'll look to you to be a passionate advocate for great digital customer experiences, bringing your creative and strategic thinking skills.
The role of the CX Designer/Researcher is pivotal in defining, designing, and implementing a cohesive omnichannel customer experience. This involves mapping the entire customer journey across various touchpoints, including web, mobile, telephony, and chatbots, to ensure a seamless and integrated experience.
The CX Designer/Researcher collaborates with cross-functional teams to create intuitive and engaging interfaces that meet customer needs and preferences. By leveraging user research, data analytics, and best practices in CX design, the CX Designer/Researcher continuously optimizes each interaction to enhance customer satisfaction and loyalty. Their work ensures that regardless of the channel, customers receive consistent, high-quality service that simplifies and enriches their experience with pension-related products and services.
You will work closely with the Product Manager, Experience Team and Solution Architects to define, design and implement our CX omnichannel strategy through all digital channels including telephony and voice and chatbot.
In return, you'll have a genuine impact on our customers, and will be well positioned to gain recognition for you and your work
Job Description
Responsibilities Include:
- Develop detailed customer journey maps to understand and optimise the end-to-end customer experience across all touchpoints.
- Design intuitive and efficient IVR (Interactive Voice Response) systems that enhance the customer experience.
- Collaborate with developers and speech engineers to create natural and user-friendly voice interactions.
- Optimise voice-based interactions to reduce friction and improve customer satisfaction.
- Design and implement chatbot interactions that provide efficient and effective customer support.
- Develop conversational flows and scripts that ensure smooth and natural user interactions.
- Continuously analyse chatbot performance and user feedback to make iterative improvements.
- Conduct CX research to gather insights into customer needs, behaviors, and preferences.
- Work closely with cross-functional teams, including product managers, developers, marketers, and customer service
What are we looking for:
- CX research experience in designing digital journeys, customer testing and market research
- CX Design – a strong understanding of customer journey mapping, user-centered design principles, and best practices
- Familiarity with AI and machine learning technologies for conversational design
- Omnichannel CX Experience designing for telephony and voice systems, including IVR, experience designing and implementing chatbot interactions.
- Proficiency in a variety of qualitative and quantitative research methodologies
- Strong analytical skills to interpret both qualitative and quantitative data gathered from user research activities
- Experience of working within Financial Services/pensions and or with a central Government client
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.