We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.CX Design Director Flexible UK locations with FlexFirst hybrid working Overview As CX Design Director, you will define and lead the end-to-end customer experience strategy across all journeys and touchpoints. You'll use service design and customer insight to simplify complex services, remove friction, and ensure experiences are consistent, caring, and commercially effective. You'll map customer journeys across digital and human channels, identify pain points, and prioritise improvements that deliver measurable impact - improving retention, reducing cost-to-serve, and supporting growth. You'll lead a multidisciplinary service design and journey management team and work closely with marketing, product, commercial, and customer-facing teams to deliver joined-up experiences. This is a senior role focused on drive substantial customer experience improvements that scale across the organisation, and deliver tangible value for customers and the business. About the roleOwn the end-to-end customer experience across all brands, channels, journeys, and touchpoints to drive satisfaction, loyalty, and lifetime value.Translate business and brand strategy into experience design, influencing senior leaders to embed CX into strategic planning, investment, and performance decisions.Lead and develop a multidisciplinary CX team, building capability, standards, and governance to deliver customer-led outcomes at scale.Use customer insight, research, feedback, and data to prioritise CX activity and focus investment on the journeys and moments that deliver the greatest impact.Drive end-to-end journey improvement through human-centred design, collaboration, and experimentation, delivering measurable improvements for customers and the business. What we're looking for You're an experienced CX or Service Design leader with a strong track record of shaping end-to-end customer experiences in complex, regulated, or large-scale environments. You bring:Deep experience in service design and customer journey mapping.Strong leadership skills, with experience building and developing high-performing teams.Confidence using customer insight, research, and data to drive decisions.A pragmatic, commercial mindset, focused on delivering outcomes.The ability to influence senior stakeholders and work effectively across functions. You care about making things simpler for customers and you know how to turn CX improvements into real business value.
