Customer Journey Design Manager at Babble Cloud

📍 Job Overview

Job Title: Customer Journey Design Manager Company: Babble Cloud Location: London, England, United Kingdom Job Type: Full-time Category: Customer Experience Operations / Service Design Date Posted: August 18, 2025 Experience Level: Mid-Level (3+ years) Remote Status: Hybrid

🚀 Role Summary

Drive the design, documentation, and implementation of seamless, customer-centric experiences across the entire customer lifecycle, from initial engagement to retention and renewal.
Leverage data analytics, customer insights, and design thinking methodologies to identify critical pain points and opportunities for enhancement within customer journeys.
Collaborate effectively with cross-functional teams, including product, engineering, marketing, and operations, to translate insights into actionable service improvements and operational process optimizations.
Champion a culture of continuous improvement by embedding design principles, documenting best practices, and ensuring alignment with business objectives and customer needs.

📝 Enhancement Note: This role sits at the intersection of Customer Experience (CX) and Operations, requiring a strong blend of strategic thinking, design acumen, and practical process implementation. The focus on "Customer Experience-led growth" indicates a business strategy where enhancing customer satisfaction is a primary driver of revenue and market share. The emphasis on telecoms and cloud-based technologies suggests a need for understanding the specific customer journeys within this sector.

📈 Primary Responsibilities

Design, map, and document current and future state customer journeys across key lifecycle stages (discover, buy, join, manage, support, renew).
Utilize customer insight, AI, and data analysis (quantitative and qualitative) to inform journey design decisions, conduct root cause analysis, and prioritize improvements.
Conduct qualitative research, including customer interviews and Voice of the Customer (VOC) analysis, to identify friction points and areas for optimization.
Facilitate cross-functional workshops to gather business context, understand needs, and mitigate risks associated with journey improvements.
Develop and present clear, engaging updates on customer insights, risks, opportunities, and progress to senior stakeholders.
Incorporate diverse perspectives to ensure solutions and service experiences are relevant, feasible, and customer-centric.
Manage the continuous improvement and governance of the Customer Experience Journey Blueprint and associated principles.
Collaborate with product owners, engineers, marketers, and operational teams to deliver customer-led solutions and embed design principles.
Support the development of ITIL-aligned service design documentation, including service packs, Standard Operating Procedures (SOPs), and operational processes.
Apply User Experience (UX) and Customer Experience (CX) design principles to ensure solutions are intuitive, accessible, and meet user needs.
Ensure all changes (systems, policies, processes) are fit for purpose and support customer requirements.
Support reporting and governance activities, including planning, tracking, and presenting regular status updates to senior stakeholders.
Define key "moments of truth" for customers using consistent mapping methodologies and identify opportunities to reduce friction and enhance positive interactions.
Work with third-party suppliers to define, monitor, and drive performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Objectives and Key Results (OKRs).
Monitor competitor activity and market trends to inform future customer experience strategies and business direction.

📝 Enhancement Note: The responsibilities clearly indicate a need for strong analytical skills to interpret customer data and translate it into actionable design improvements. The emphasis on ITIL alignment suggests that understanding IT Service Management frameworks is crucial for process documentation and operational integration. The role requires a proactive approach to stakeholder management and a deep understanding of how to influence across departments to drive customer-centric change.

🎓 Skills & Qualifications

Education:

Bachelor's degree in a relevant field such as Business, Marketing, Design, Psychology, or a related discipline. Equivalent practical experience will also be considered.

Experience:

A minimum of 3 years of progressive experience in customer journey design, product owner, service design, customer experience (CX) management, or a closely related role.
Demonstrated ability to support customer-led improvements through collaboration in cross-functional environments.
Proven experience in customer journey mapping, service design, and UX design methodologies.
Exposure to supplier management and performance tracking, including SLAs, KPIs, and OKRs.

Required Skills:

Customer Journey Expertise: Proven ability to design, map, and improve customer journeys with a clear focus on customer outcomes and satisfaction.
Analytical Thinking: Strong capability to translate complex data and customer insights into actionable recommendations and informed design decisions.
Stakeholder Engagement: Excellent communication and influencing skills, with a track record of engaging effectively with customers, technical teams, third parties, and senior leadership.
Cross-Functional Collaboration: Ability to work seamlessly across different departments, fostering a collaborative environment and proactively removing barriers to progress.
Service Design & UX Passion: A genuine enthusiasm for service design, customer experience, continuous improvement, and user-centric design principles.
Design and Documentation Skills: Proficiency in creating detailed service and journey design documentation using tools such as Visio, Mural, Miro, UXPressia, or Figma.
Research & Design Thinking: Skilled in conducting qualitative research, gathering customer insights, and applying design thinking frameworks to problem-solving.
Strategic Communication: Ability to articulate ideas, issues, and implications clearly and effectively to both technical and non-technical audiences.

Preferred Skills:

Service Operations Knowledge: Solid understanding of ITIL frameworks (e.g., Incident Management, Problem Management, Change Management) and service operations principles.
UX/CX Tool Proficiency: Familiarity with a range of UX and CX design tools and methodologies, such as Mural, Miro, UXPressia, Qualtrics, and Figma.
Agile Delivery Experience: Hands-on experience working in agile development environments and utilizing tools like Jira to support iterative design and implementation cycles.
CX Metric Understanding: Knowledge of key CX metrics (e.g., CSAT, NPS) and the ability to apply them to measure impact and inform continuous improvement.
ITIL Foundation Certification: Possession of ITIL Foundation certification, demonstrating a foundational understanding of IT service management.
Lean Six Sigma Green Belt: Holding a Lean Six Sigma Green Belt certification, indicating proficiency in process improvement methodologies.
Managed Service Provider (MSP) or IT/Telecoms Environment Experience: Prior experience within an MSP or the IT and Telecommunications sector is advantageous.

📝 Enhancement Note: The "3+ years" experience level, combined with the responsibilities, suggests this is a mid-level role requiring practical application of journey design and service design principles, rather than pure strategic oversight. The emphasis on both CX design and process design indicates a need for a candidate who can bridge the gap between customer-facing improvements and operational execution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

Demonstrate a portfolio showcasing end-to-end customer journey mapping projects, highlighting the process from initial research to implemented improvements.
Include case studies that detail the use of data analysis, customer insights, and design thinking to identify and solve specific customer pain points.
Provide examples of service design documentation, such as journey maps, service blueprints, process flows, and SOPs, illustrating clarity and detail.
Showcase instances where process optimizations led to measurable improvements in customer satisfaction, operational efficiency, or reduced customer effort.
Highlight experience with implementing changes to systems, policies, or processes to support enhanced customer experiences, with evidence of impact.

Process Documentation:

Exhibit proficiency in documenting customer journeys and service processes using standardized methodologies, ensuring consistency and clarity.
Showcase examples of creating and maintaining comprehensive journey maps and design documentation that serve as a reliable reference for the business.
Provide evidence of process improvement initiatives, detailing the methodology used (e.g., ITIL, Lean Six Sigma) and the resulting impact on service delivery and customer outcomes.

📝 Enhancement Note: A strong portfolio is critical for this role. Candidates should be prepared to present tangible examples of their work that demonstrate not only their design capabilities but also their ability to drive measurable improvements through process design and operational implementation. Focus on quantifiable results and the strategic thinking behind the design choices.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for a Customer Journey Design Manager in London with 3-5 years of experience, a competitive salary range is estimated to be between £55,000 - £75,000 per annum. This range accounts for the specialized skills in CX, service design, and operational process improvement within the UK technology sector.

Benefits:

Competitive Salary: As stated above, reflecting the expertise and responsibilities of the role.
Company Pension: A structured pension scheme to support long-term financial planning.
Annual Leave: 22 days of holiday balance plus UK Bank Holidays, with an increase based on service length, offering a healthy work-life balance.
Life Assurance: Coverage of 4x annual salary for peace of mind.
Optional Health Insurance: Access to Bupa for private medical care.
Optional Health Cash Plan: Health Shield to cover everyday health expenses.
Bike to Work Scheme: Encourages sustainable commuting and offers tax benefits.
Season Ticket Commuter Loan: Financial assistance for travel costs to and from work.
Annual Company Celebrations: Opportunities for team bonding and recognition.
Hybrid-Working Policy: A structured hybrid model allowing for a balance of in-office collaboration and remote flexibility.

Working Hours:

The standard working hours are typically 40 hours per week, aligning with industry norms for full-time roles. The hybrid policy specifies company anchor days on Monday, Tuesday, and Thursday in the office, with Wednesday and Friday offering remote work flexibility.

📝 Enhancement Note: The salary estimate is based on typical compensation for similar roles in London's tech and service sectors, considering the specified experience level and the specialized nature of customer journey and service design. The benefits package is comprehensive, emphasizing employee well-being and work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology and Services, specializing in Cloud Solutions, Cybersecurity, Communications, and Contact Centre Technology. Babble is positioned as a leading UK Cloud Solutions Provider and a Trusted Advisor. Company Size: While not explicitly stated in the provided data, the mention of "nearly 15,000 customers" suggests a significant and growing organization, likely falling into the mid-to-large enterprise category, which typically means established processes but also opportunities for impact. Founded: The company's founding date is not provided, but its operational focus on modern cloud technologies indicates a forward-thinking and adaptable organization.

Team Structure:

The role likely sits within a broader Customer Experience, Service Delivery, or Product Management function. The Customer Journey Design Manager will collaborate closely with Product Owners, Marketing teams, Sales, Customer Support, and Engineering/Technical teams.
Reporting structure is not detailed, but such roles often report into a Head of CX, Head of Service Design, or a Director of Operations, with dotted lines to various department heads for collaborative projects.
Cross-functional collaboration is a core aspect of this role, requiring strong relationships with teams responsible for customer acquisition, onboarding, service delivery, technical support, and account management.

Methodology:

Data Analysis and Insights: The role emphasizes using customer insight, AI, and data analysis to drive design decisions and identify improvements. This suggests a data-driven approach to understanding customer behavior and operational performance.
Workflow Planning and Optimization: A key function is mapping current and future state journeys and optimizing processes to enhance customer experience and operational efficiency. This involves utilizing service design methodologies and potentially Lean principles.
Automation and Efficiency Practices: While not explicitly detailed, the drive for enhanced customer satisfaction and operational efficiency naturally leads to opportunities for process automation and streamlining.

Company Website: https://babble.cloud/

📝 Enhancement Note: Babble's focus on being a "Trusted Advisor" implies a culture that values expertise, customer success, and strategic partnership. The company's growth trajectory, serving a large customer base with a suite of integrated cloud solutions, suggests a dynamic environment where process improvement and customer experience are key differentiators.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a "Manager" level, indicating a mid-career professional with specialized expertise in customer journey and service design. It requires a blend of strategic thinking, analytical rigor, and hands-on execution. The scope involves influencing customer experience across multiple touchpoints and departments. Reporting Structure: The Customer Journey Design Manager will likely report to a senior leader within a CX, Service Delivery, or Operations division. They will need to effectively manage relationships and influence outcomes with peers and stakeholders across various departments, including Sales, Marketing, Product Development, and IT Operations. Operations Impact: This role has a direct impact on customer retention, satisfaction, and loyalty, which are critical drivers of revenue growth. By optimizing customer journeys, the manager contributes to reducing customer churn, increasing upsell/cross-sell opportunities, and enhancing brand reputation. They also influence operational efficiency by streamlining processes and reducing friction points.

Growth Opportunities:

Specialization: Potential to deepen expertise in specific areas of customer experience, such as digital journey optimization, customer success management, or advanced service design within the telecom/cloud sector.
Leadership Development: Advancement to more senior roles like Head of Customer Experience, Director of Service Design, or leading larger CX transformation initiatives.
Broader Operations Oversight: Opportunity to move into broader operational management roles, overseeing multiple aspects of customer service delivery or business process optimization.
Industry Certifications: Pursuing advanced certifications in ITIL, Lean Six Sigma, or CX methodologies to further enhance professional development.

📝 Enhancement Note: The role offers a clear path for career progression within the CX and operations domain. The emphasis on a "Customer Experience-led growth business" suggests that individuals who can demonstrate tangible improvements in customer outcomes will be highly valued and have ample opportunities for advancement.

🌐 Work Environment

Office Type: Babble operates a hybrid working model, requiring employees to be in the office on designated "anchor days" (Monday, Tuesday, and Thursday) and offering remote work flexibility on other days. This suggests a blend of structured in-office collaboration and independent remote work. Office Location(s): The primary office location is London, England, United Kingdom. This location provides access to a large talent pool and a vibrant business ecosystem.

Workspace Context:

The hybrid model fosters a dynamic workspace that balances face-to-face interaction for strategic discussions, brainstorming, and team building with the focus and flexibility of remote work for deep-dive analysis and documentation.
Expect access to standard office technologies and collaboration tools, potentially including whiteboarding tools (Mural, Miro) for design sessions and project management software (Jira, Monday.com) for task tracking.
Opportunities for direct interaction with colleagues across various departments are provided on anchor days, facilitating effective collaboration on customer journey initiatives and operational improvements.

Work Schedule: The typical work schedule is aligned with a full-time role, approximately 40 hours per week. The hybrid policy offers flexibility, allowing for a balance of structured office presence and remote work, which can be conducive to focused analytical work and process design tasks.

📝 Enhancement Note: The hybrid working policy indicates a modern, flexible approach to work, common in the tech industry. Candidates should be comfortable with a structured hybrid model, understanding the importance of in-office days for collaboration and team cohesion.

📄 Application & Portfolio Review Process

Interview Process:

Screening Call: An initial call to assess basic qualifications, motivation, and cultural fit. Be prepared to articulate your understanding of customer journey design and its impact on business growth.
Interview: A more in-depth discussion, likely with the hiring manager and potentially a peer or stakeholder from a collaborating department. This stage will focus on your experience, skills, and approach to problem-solving.
Follow-up Interview / Competency Testing: Depending on the role's complexity, there may be a second interview or a practical assessment. This could involve a case study analysis, a presentation of your portfolio, or a behavioural competency assessment.

Portfolio Review Tips:

Curate Selectively: Choose 3-5 of your strongest customer journey design projects that best represent your skills and experience relevant to Babble's business.
Structure Your Case Studies: For each project, clearly outline the problem statement, your role and approach, the methodologies used (e.g., journey mapping, VOC analysis, UX principles), the solutions implemented, and the quantifiable results achieved (e.g., improved CSAT, reduced churn, increased conversion rates).
Highlight Process Improvement: Specifically showcase how you identified and addressed process gaps or inefficiencies within customer journeys. Use visual aids like journey maps or process flows where appropriate.
Demonstrate Stakeholder Management: Explain how you collaborated with different teams and senior stakeholders, presenting insights and gaining buy-in for your recommendations.
Tailor to Babble: If possible, align your portfolio examples with the telecom/cloud industry or showcase transferable skills that demonstrate an understanding of a service-led business model.

Challenge Preparation:

Anticipate Case Studies: Be prepared for a case study that requires you to analyze a hypothetical customer journey scenario, identify pain points, and propose solutions, considering both customer experience and operational feasibility.
Focus on Process: If a process-focused challenge is given, think about how you would map an existing process, identify bottlenecks, and suggest improvements using frameworks like ITIL or Lean.
Presentation Skills: Practice articulating your thought process clearly and concisely, much like you would present your portfolio. Focus on demonstrating your strategic thinking, analytical skills, and ability to communicate complex ideas effectively.
Data Interpretation: Be ready to discuss how you would use available data (even if hypothetical) to support your design decisions and measure the success of your proposed changes.

📝 Enhancement Note: The interview process is designed to assess both your technical skills in CX and service design, as well as your ability to influence and collaborate. A well-prepared portfolio that clearly articulates your impact and process-oriented approach will be a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

Journey Mapping & Design: Visio, Mural, Miro, UXPressia, Figma are explicitly mentioned as preferred or commonly used tools. These are essential for visualizing customer flows, service interactions, and process maps.
Project Management & Collaboration: Jira, Monday.com are listed, indicating a need for experience in agile project management and task tracking for iterative design and implementation.
Customer Feedback & Analytics: Qualtrics is mentioned, suggesting familiarity with platforms for collecting and analyzing customer feedback (VOC, surveys).

Analytics & Reporting:

Experience with CX metrics such as CSAT (Customer Satisfaction) and NPS (Net Promoter Score) is required for measuring the impact of journey improvements.
Familiarity with general analytics tools for understanding user behavior and operational performance would be beneficial.

CRM & Automation:

While not explicitly listed, CRM systems (like Salesforce) are often integrated into customer journey design for data retrieval and analysis.
Understanding of automation principles for streamlining customer interactions and internal processes would be valuable.

📝 Enhancement Note: Proficiency with journey mapping and collaboration tools (Visio, Mural, Miro, Figma) is a key requirement. Experience with project management tools like Jira is also highlighted, suggesting an agile workflow. Familiarity with customer feedback platforms like Qualtrics is a plus.

👥 Team Culture & Values

Operations Values:

Customer-Centricity: A core value, emphasizing the importance of understanding and prioritizing customer needs and experiences in all decisions and processes.
Collaboration: Encouraging teamwork and cross-functional cooperation to achieve shared goals, breaking down silos between departments.
Innovation & Continuous Improvement: A drive to constantly seek better ways of working, improve processes, and leverage new technologies to enhance customer value and operational efficiency.
Data-Driven Decision Making: Relying on data, insights, and analysis to inform strategy, design choices, and performance measurement.
Expertise and Trust: As a "Trusted Advisor," the company likely values deep knowledge, reliability, and the ability to provide expert guidance to clients and internal teams.

Collaboration Style:

The role requires a highly collaborative approach, working closely with product owners, engineers, marketers, and operational teams. This suggests an environment where open communication, feedback exchange, and shared ownership are encouraged.
Expect to participate in regular cross-functional meetings, workshops, and feedback sessions to ensure alignment and drive progress on customer journey initiatives.
A culture that values sharing knowledge and experimenting with new approaches to improve processes and customer experiences is likely present.

📝 Enhancement Note: The company's positioning as a "Trusted Advisor" and its focus on "Customer Experience-led growth" suggest a culture that values expertise, collaboration, and a proactive approach to problem-solving. Candidates who can demonstrate these qualities will likely thrive.

⚡ Challenges & Growth Opportunities

Challenges:

Balancing CX and Operational Constraints: A key challenge will be designing ideal customer journeys while ensuring they are operationally feasible, cost-effective, and aligned with existing systems and processes.
Driving Cross-Functional Alignment: Influencing and gaining buy-in from diverse teams with potentially competing priorities will require strong stakeholder management and communication skills.
Measuring Impact: Quantifying the ROI of customer journey improvements and demonstrating their impact on business objectives can be complex, requiring robust data analysis and reporting.
Rapidly Evolving Technology Landscape: Staying current with advancements in cloud technologies, CX tools, and design methodologies in the fast-paced IT and telecoms sector.

Learning & Development Opportunities:

Skill Advancement: Opportunities to deepen expertise in service design, UX design, customer analytics, and ITIL methodologies.
Industry Exposure: Gaining hands-on experience with a wide range of cloud solutions and technologies that Babble offers to its clients.
Cross-Functional Exposure: Learning about different business functions and how they contribute to the overall customer experience.
Professional Certifications: Support for obtaining or maintaining certifications such as ITIL, Lean Six Sigma, or specialized CX certifications.

📝 Enhancement Note: The role presents opportunities to tackle complex, cross-functional challenges in a growing company. Success in these challenges will directly translate into significant learning and career development in the CX and operations space.

💡 Interview Preparation

Strategy Questions:

Operations Strategy: "How would you approach designing a new customer onboarding journey for a cloud service, considering both user experience and operational efficiency?" Be prepared to outline your methodology, key touchpoints, and potential operational challenges.
Collaboration & Stakeholder Management: "Describe a time you had to influence a senior stakeholder or a cross-functional team to adopt a new customer experience initiative. What was your approach, and what was the outcome?" Focus on your communication, persuasion, and collaboration techniques.
Problem-Solving: "Imagine a significant drop in customer satisfaction scores for our support process. How would you investigate the root cause, and what steps would you take to improve it?" Demonstrate your analytical process, data utilization, and solution design.

Company & Culture Questions:

Company Operations: "What do you understand about Babble's position as a 'Trusted Advisor' in the cloud solutions market, and how does that influence customer journey design?" Show you've researched the company and understand its core value proposition.
Team Dynamics: "How do you typically integrate with product, engineering, and marketing teams to ensure a cohesive customer experience?" Discuss your preferred collaboration methods and how you handle differing perspectives.
Impact Measurement: "How would you measure the success of a new customer journey design? What key metrics would you track, and how would you report on them to leadership?" Be ready to discuss CX metrics and ROI demonstration.

Portfolio Presentation Strategy:

Start with the "Why": Clearly articulate the business problem or customer need that drove each project.
Show, Don't Just Tell: Use visual aids (screenshots, diagrams, maps) to illustrate your process and outcomes.
Quantify Impact: Whenever possible, present your results using data and metrics. Explain the "so what" of your work.
Walk Through Your Process: Explain your methodology step-by-step, highlighting key decisions and challenges overcome.
Connect to Babble: Briefly explain how your experience and approach align with Babble's mission and values.

📝 Enhancement Note: Prepare specific examples for behavioral questions, focusing on the STAR method (Situation, Task, Action, Result). For case studies or portfolio presentations, emphasize clarity, data-driven insights, and the practical application of design principles to achieve measurable business outcomes.

📌 Application Steps

To apply for this operations position:

Submit your application through the provided link on smartrecruiters.
Portfolio Customization: Prepare your portfolio to highlight 3-5 key projects demonstrating customer journey mapping, service design, and process improvement. Focus on projects with quantifiable results.
Resume Optimization: Tailor your resume to emphasize experience in customer experience, service design, journey mapping, UX principles, ITIL, and stakeholder management. Use keywords from the job description.
Interview Preparation: Practice articulating your experience using specific examples, especially for behavioural questions. Prepare to walk through your portfolio and discuss your approach to designing and optimizing customer journeys.
Company Research: Familiarize yourself with Babble Cloud's services, mission, and customer base. Understand their positioning as a "Trusted Advisor" and how that translates to customer experience.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Journey Design Manager