Customer Journey Design Manager

Company Description

Why Babble?

Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.

We are specialists in:

• Microsoft Modern Work
• Cybersecurity
• Contact Centre Technology
• Mobile Solutions
• Communications & Connectivity

With nearly 15,000 customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together!

About Us | Leading UK Cloud Solutions Provider | Babble  

Job Description

Join Our Dynamic Team as a Service & Journey Design Manager! 🌟 

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!  

What will you be doing? 

You’ll be responsible for designing, documenting, mapping, and delivering seamless, customer-led experiences across the full lifecycle — from discovery and onboarding, through usage and support, to renewal and retention. Working collaboratively with cross-functional teams, you’ll use data, insight, and design thinking to identify opportunities, shape solutions, and implement improvements that enhance customer satisfaction and operational efficiency.

You’ll contribute to journey mapping, service design activities, and help embed a culture of continuous improvement across the organisation. This includes supporting the creation of service design packs, standard operating procedures, and operational processes that align with business and customer needs. A strong understanding of UX design principles and tools will help ensure the experiences you help shape are intuitive, user-friendly, and accessible

Accountabilities and Deliverables: 

• Contribute to customer journey initiatives across key lifecycle stages (e.g. discover, buy, join, manage, support, renew).
• Research and map current and future state journeys, identifying pain points and opportunities for improvement.
• Use customer insight, Ml and data analysis to inform design decisions and support prioritisation.
• Use quantitative and qualitative insight (including methodologies such as Voice of the Customer (VOC), Voice of the Employee (VOE), and Voice of the Process) to conduct research, root cause analysis, and define improvements across customer journeys, policies, processes, and systems.
• Strong understanding of customer research methodologies and ability to conduct qualitative interviews and insight gathering.
• Identify areas for improvement in existing solutions and services and implement changes to optimise processes, enhance customer journey experience, and improve efficiency
• Facilitate workshops and discussions with stakeholders to ensure business context, needs, and risks are understood.
• Produce and present clear, engaging updates to senior stakeholders, sharing customer insights, risks, opportunities, and progress in a meaningful way.
• Incorporate multiple perspectives when defining solutions and service experience to ensure relevance and feasibility.
• Make sound design decisions, bring the customer and user perspective to the forefront, and challenge constraints where needed.
• Manage the governance and continuous improvement of the Customer Experience Journey Blueprint and principles, educating the wider business and facilitating adoption of customer-centric ways of working.
• Maintain journey maps, design documentation, and delivery plans.
• Collaborate with product owners, engineers, marketers, operational teams and third party providers to support customer-led solutions.
• Support the development of service design documentation, including service packs, operational processes, and SOPs, aligned to ITIL Methodology.
• Assist in defining and documenting ITIL-aligned processes such as incident, problem, and change management.
• Apply UX and CX design principles to ensure solutions are intuitive, accessible, and aligned with user needs.
• Ensure all change including systems, policies and processes delivered are fit for purpose and support the requirements of the customer
• Support reporting and governance activities, including planning, tracking, and presenting regular status updates to senior stakeholders.
• Use consistent mapping methodologies to define the key moments of truth for customers and identifying opportunities to remove pain and add brand moments at key interactions and touchpoints
• Work with third-party suppliers to define, monitor, and drive performance against SLAs, KPIs, and OKRs.
• Stay informed on competitor activity and market trends to help shape future customer experiences and strategic direction.

Core Competencies:

• Customer Journey Expertise – Proven experience designing and improving customer journeys with a strong focus on customer outcomes.
• Analytical Thinking – Ability to translate data and insight into actionable improvements and decisions.
• Stakeholder Engagement – Strong communication skills with experience engaging customers, technical teams, third parties and senior leadership.
• Cross-Functional Collaboration – Comfortable working across teams and removing barriers in a collaborative way.
• Adaptability – Able to manage ambiguity, shifting priorities, and complex problems within ecosystems.
• Continuous Improvement – Experience capturing, documenting, and driving ownership of improvement initiatives.
• Service Design & UX Passion – Enthusiastic about service design, customer experience, continuous improvement, and UX.
• Design Community Contribution – Actively shares knowledge and embeds design principles across product, service, and customer journeys.
• Service Operations Knowledge – Understanding of ITIL frameworks and service operations.
• Supplier Management – Confident in managing supplier relationships and driving performance against SLAs, KPIs, and OKRs.
• Design and Documentation Skills – Proficient in creating detailed service and journey design documentation using tools such as Visio and Figma.
• Tool Proficiency – Familiarity with UX and CX design tools and methodologies (e.g.Mural, Miro, UXPressia, Qualtrics).
• Innovation & Drive – Highly motivated and proactive, with a focus on achieving goals and fostering a culture of innovation.
• Relationship Building – Strong interpersonal skills and credibility when engaging senior stakeholders.
• Resilience & Risk Awareness – Calm under pressure, with the ability to identify and respond to emerging risks and priorities.
• Research & Design Thinking – Skilled in qualitative research, insight gathering, and applying design thinking methods.
• Strategic Communication – Effective in communicating ideas, issues, and implications to technical and non-technical audiences.
• Agile Delivery Experience – Hands-on experience working in agile environments and using delivery tools like Jira to support iterative design and implementation

What else looks good for this role: 

• Demonstratable experience in customer journey mapping, service design, and UX design.
• Familiarity with tools such as Visio, Mural, Miro, UXPressia, Qualtrics, Jira, Monday.com and Figma.
• Understanding of CX metrics (e.g. CSAT, NPS) and how to apply them
• Passionate about Customer Experience, Managed Services, and has strong technical, commercial and market knowledge
• Experience in Managed Service Provider or IT and Telecoms environment desirable but not essential
• Demonstrated ability to work as part of a team.
• Exposure to ITIL, Lean Six Sigma, or service management principles.
• Experience working in agile environments and applying design thinking methods.
• ITIL Foundation certification and Lean Six Sigma Green Belt are highly desirable

Qualifications

• 3+ years of experience in customer journey design, product owner, service design, or customer experience roles.
• Proven ability to support customer-led improvements in cross-functional environments.
• Understanding of the difference between customer experience design and process design — and ability to contribute to both.
• Familiarity with ITIL-aligned service operations processes and documentation.
• Exposure to UX design principles and tools.
• ITIL Foundation and Lean Six Sigma Green Belt preferred.
• Experience in supplier management and performance tracking (SLAs, KPIs, OKRs)

Additional Information

Why work for Babble?

• Competitive Salary
• Company Pension
• 22 days holiday Balance + UK Bank Holidays - with increased annual leave based on length of service
• Life Assurance – 4x Annual Salary
• Optional Health Insurance – Bupa
• Optional Health Cash Plan – Health Shield
• Bike to Work Scheme
• Season Ticket Commuter Loan
• Annual Company Celebrations

Hybrid-Working Policy

You will be contracted to work from the office however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office on company anchor days (Monday, Tuesday and Thursday) and will be able to work from home on Wednesday and Friday.  Unless your role has different requirements.

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements. 

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider