Do you have experience redesigning customer journeys and improving how people access and interact with complex internal services?
This consulting opportunity is to support our client, a major UK central government organisation, in improving the experience of employees accessing a specialist internal service. Working alongside an established client team, the consultant will help simplify existing contact channels, design an effective single point of entry and create practical future-state service processes.
The project needs a consultant who has:
- strong customer experience (CX) and service design expertise, including current- and future-state journey mapping
- experience simplifying multiple customer contact channels into a more consistent and accessible service
- practical experience designing request intake, triage, routing and tracking processes
- strong stakeholder engagement skills and a collaborative, user-centred approach
- the ability to identify proportionate opportunities for tooling, automation and AI
Key services:
The key services that you will be asked to provide are:
- identify and assess existing routes into the service, including contact types, volumes and user pain points
- design an approach to consolidating enquiries into a single, accessible point of entry while maintaining service quality
- develop future-state customer journeys and internal processes for triage, routing, ownership, tracking and resolution of requests
- define requirements for structured capture and analysis of request data to support service insight and improvement
- document workable interim arrangements where technology changes or dependencies remain outstanding
- collaborate with change and communications teams to support stakeholder understanding, engagement and adoption
- provide constructive review and input to longer-term service design and alignment with the developing operating model
- identify and prioritise opportunities to use technology, automation and AI to improve the management of requests
Mandatory Requirements:
Successful consultants will be able to demonstrate:
- significant hands‑on CX or service design experience in a complex, multi‑stakeholder organisation
- a track record of analysing and redesigning end‑to‑end customer or employee journeys
- experience improving service entry points and designing triage, workflow or case‑management processes
- ability to use qualitative insights and operational data to develop evidence‑based service recommendations
- excellent workshop facilitation, stakeholder engagement and clear process documentation skills
- ability to translate service concepts into practical designs and an agreed action plan
Optional Requirements:
It will also be advantageous if you have:
- experience improving internal employee services, shared services or services within the public sector
- exposure to workflow tooling, service management platforms, automation or AI‑enabled triage
- experience aligning service improvements with an evolving target operating model
Working Pattern: London / hybrid
Contract Type: Inside IR35
Start: ASAP
Duration: End March 2027
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