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We seek an experienced Customer Experience (CX) Journey Designer to join our team, working 2-3 days per week. This role is ideal for professionals seeking part-time engagement, such as return-to-work parents or seasoned freelancers.
As a CX Journey Designer, you will map, analyse, and enhance customer experiences across our digital and service touchpoints, collaborating closely with Product Development, Client Services, and Data Science teams.
About Gravitas :
Gravitas is at the forefront of Customer Value Management (CVM), Retail Media, and Personalisation, helping retailers and brands unlock customer intelligence and drive incremental growth. Our Engage360 platform and Retail Media Growth Incubator deliver AI-driven insights, segmentation frameworks, and A / B testing methodologies to maximise customer engagement and media ROI.
Gravitas has a high-performance culture and suits passionate, innovative and driven individuals with a growth bias. It offers excellent flexibility and the ability to work with and learn from a highly skilled, dynamic growing team. As market leaders, it enables access to high-profile clients and large, complex projects that will maximise learning and capability development.
What You’ll Do :
* Customer Journey Mapping : Develop and optimise customer journey maps across Engage360 and core service offerings, identifying friction points and opportunities for enhancement.
* CX Research & Insights : Leverage qualitative and quantitative research to understand user needs, translating insights into actionable CX improvements.
* Experience Design : Collaborate with cross-functional teams to design intuitive workflows and customer-facing touchpoints that enhance engagement and satisfaction.
* Service Design Thinking : Apply human-centred design principles to create seamless interactions between customers, brand partners, and internal teams.
* CX Metrics & Measurement : Define key CX success metrics (e.g., NPS, CSAT) and work with analytics teams to monitor and optimise experiences.
What We’re Looking For :
* Experience : 5+ years in Customer Experience, Service Design, UX, or related fields.
* CX & UX Expertise : Strong understanding of customer journey mapping, service blueprints, and digital experience design.
* Research & Data-Driven Mindset : Ability to synthesise qualitative and quantitative customer insights into actionable strategies.
* Omnichannel & Personalization Experience : Experience designing and optimising customer experiences across digital, in-store, and customer service channels.
* Collaboration & Stakeholder Engagement : Strong communication skills to align cross-functional teams.
* Tools & Platforms : Proficiency in CX / UX design tools (e.g., Figma, Miro, Adobe XD) and analytics platforms (e.g., Google Analytics, Mixpanel, Tableau).
Why Join Us?
* Engage in high-impact projects within a flexible, part-time schedule.
* Collaborate with a dynamic, skilled, and growing team.
* Contribute to innovative, data-driven strategies in the retail media and loyalty ecosystem.
* Competitive remuneration commensurate with experience.
Ready to Make an Impact?
If you’re passionate about enhancing customer experiences and thrive in a collaborative environment, we’d love to hear from you.
Apply now to join our team and contribute to shaping the future of customer engagement at Gravitas.
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