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Interim CX Consultant: Customer Journey Redesign
Yorkshire, 3 days per week on site | Start late October 2026 | Day rate on experience
A privately owned business has grown quickly, and its customer journey has grown piece by piece alongside it. They now want it mapped as one journey and rebuilt.
The Assignment
- Map the current journey end to end, across every route a customer arrives by.
- Design the future journey, moving the team towards proactive contact.
- Find the friction and the duplicated steps, and remove tasks that no longer need doing.
- Write the process maps and procedures that sit behind the new journey, with metrics underneath.
- Work side by side with a CRM developer joining the business, so the new workflows are built as you design them.
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How You Will Work
- You will sit with the customer care team, watch how the work is done and write it up yourself.
- Your first 2 weeks produce the current picture and a roadmap, with the quick wins first.
- The business wants to move fast, so pace counts.
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About You
- You have taken a customer journey from first map to launch and can show what changed.
- You look at the journey as a whole and question whether each step needs to exist.
- You are comfortable in a growing business without big project teams around you.
- Experience in a regulated sector is useful.
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