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.

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.

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.