Job Overview
Location
Covent Garden - Hybrid
Job Type
Full-time
Category
Customer Success
Date Posted
March 21, 2026
Full Job Description
đź“‹ Description
- • As the Customer Experience & Service Design Lead at 1st Formations Limited, you will play a pivotal role in shaping how entrepreneurs interact with the company’s platform, ensuring that the journey from company formation to ongoing compliance is seamless, intuitive, and empowering. Your work will directly reduce friction, minimize avoidable support contact, and enable founders to focus on growth — aligning with the company’s mission to make business building effortless.
- • You will own the end-to-end customer experience across pre-purchase, purchase, and post-purchase stages, using data-driven insights and service design principles to identify pain points, prioritize improvements, and design scalable, self-service solutions that enhance satisfaction and operational efficiency.
- • You will join a purpose-driven, high-growth UK B Corp and carbon-neutral business with over 1 million companies formed, £18m annual revenue (including £9m ARR), and ambitious plans to scale 5x–10x over the next three years — offering a rare opportunity to make a tangible impact in a mission-aligned, innovative environment.
- • You will collaborate closely with product, UX, support, and operations teams to translate customer insights into tangible improvements in digital touchpoints, help centre content, email communications, and service flows, ensuring consistency, clarity, and ease of use across all customer-facing interactions.
- • You will lead initiatives to reduce avoidable customer contact by diagnosing root causes of failure demand, mapping journey friction, and implementing service design changes that empower customers to self-serve effectively — tracking impact through CSAT, CES, contact volume, and adoption rates.
- • You will establish and maintain reporting frameworks to monitor contact trends, driver analysis, and improvement outcomes, turning qualitative and quantitative data into actionable roadmaps that inform product and service evolution.
- • You will design and optimize services to be simple, intuitive, and scalable, applying behavioural insights and customer research to reduce reliance on human support while increasing confidence and satisfaction in digital channels.
- • You will partner with product and UX teams to refine website content, help centres, onboarding flows, and post-purchase communications, ensuring every touchpoint reflects the brand’s promise of reliability and founder-centricity.
- • You will drive continuous improvement by partnering with support teams to implement changes, measure outcomes, and iterate based on real-world feedback — fostering a culture of learning, ownership, and impact.
- • You will have the opportunity to grow into a strategic leadership role as the business scales, influencing not only customer experience but also product roadmap and operational design, with clear progression paths in a fast-moving, values-led organization.
🎯 Requirements
- • Proven experience in Customer Experience, Service Design, or Journey Management roles
- • Strong analytical skills with the ability to interpret customer and operational data
- • Experience mapping and improving end-to-end customer journeys
- • Understanding of contact centre operations and drivers of customer demand
- • Experience designing or improving digital/self-service experiences
- • Excellent stakeholder management and cross-functional collaboration
🏖️ Benefits
- • Competitive salary and comprehensive benefits package
- • Hybrid working model (London-based roles) or office-based
- • Real opportunities for progression as the business scales
- • The chance to influence both customer experience and product development
- • A culture that values ownership, impact, and continuous learning
Skills & Technologies
Senior
Hybrid
About 1st Formations Limited
1st Formations Limited is a Companies House-authorized UK company formation agent that incorporates and registers private limited companies online. The service packages include digital and printed company documents, registered office and director service addresses, confirmation statement filing, and ongoing compliance support. Targeting entrepreneurs, accountants, and foreign investors, the company provides same-day incorporation and post-formation administrative services while maintaining statutory records and handling mail forwarding. Established in 2014, it operates from London and is regulated by the Registrar of Companies for England and Wales.
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