Customer Service Specialist providing support via all channels at TDCX. Identifying customer needs and ensuring satisfaction with a focus on relationship building.
About the role
- Lead Customer Experience and Service Design at 1st Formations, a UK business support platform. Design services and improve customer journey efficiency across various stages.
Responsibilities
- Own and evolve the end-to-end customer experience
- Identify friction across the customer journey and reduce avoidable contact
- Design simple, intuitive services that enable customers to self-serve effectively
- Combine customer insight, data analysis, and service design to improve journeys
- Work cross-functionally with product, support, and operations to deliver measurable improvements
- Analyse customer contact drivers and establish reporting on trends
- Map and maintain end-to-end customer journeys and prioritise improvements
- Design and optimise services to be simple and scalable
- Partner with product and UX teams to improve digital touchpoints
- Track and report on impact (e.g. contact reduction, CSAT, effort scores)
Requirements
- Proven experience in Customer Experience, Service Design, or Journey Management roles
- Strong analytical skills with the ability to interpret customer and operational data
- Experience mapping and improving end-to-end customer journeys
- Understanding of contact centre operations and drivers of customer demand
- Experience designing or improving digital/self-service experiences
- Excellent stakeholder management and cross-functional collaboration
- Ability to move between strategy and hands-on execution
- Experience in fast-paced, scaling, or digital-first businesses (desirable)
- Familiarity with CX metrics (CSAT, NPS, CES) and contact centre KPIs (desirable)
- Background in UX, product (desirable)
- Experience implementing service design frameworks or methodologies (desirable)
Benefits
- Competitive salary and comprehensive benefits package
- Hybrid working model (London-based roles) or office-based
- Real opportunities for progression as the business scales
- The chance to influence both customer experience and product development
- A culture that values ownership, impact, and continuous learning
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