The Role

We’re looking for a Customer Experience Design Consultant to join our growing Customer Strategy & Engagement team. This is an exciting opportunity for somebody with 2+ years’ consulting or relevant in-house experience, who is eager to make an impact at the intersection of marketing, technology and customer experience.

As part of our project teams, you will help leading organisations modernise how they plan, deliver and measure customer engagement, collaborating with clients to design future-fit 1-1 customer experiences that drive real business outcomes.

This is a role that offers variety, challenge and the chance to learn from senior experts, while shaping the future of customer-centric marketing with some of the UK’s most ambitious and well-known brands.

Key Responsibilities

• Build trusted client relationships, supporting the design and delivery of transformation programmes that elevate customer experience.
• Shape clear, compelling proposals and presentations that bring innovative customer engagement ideas to life and help win new work.
• Support the creation of 1-1 customer experience design that uncover pain points, inspire ideas, and shape seamless end-to-end experiences.
• Assist in designing end-to-end customer communications journeys and contact strategies.
• Collaborate with data analysts to define eligibility, contact rules, and engagement logic and identify data requirements.
• Design and co-facilitate workshops that drive collaboration, inspire innovation, and clarify customer-focused strategies.
• Bring curiosity and initiative, spot opportunities, suggest improvements, and help teams deliver more effectively.
• Champion personalised, data-driven customer engagements, helping clients use insight and technology to build meaningful one-to-one relationships at scale.
• Turn research, data, and behavioural analysis into smart, actionable insights that shape strategy and optimise customer journeys.
• Stay ahead of the curve, organise project plans, track milestones, and surface ideas to enhance delivery and impact.
• Communicate with clarity and energy, simplifying complex ideas through compelling storytelling, decks, and discussions.
• Collaborate with senior stakeholders to align on vision, priorities, and customer-centric outcomes across marketing and engagement initiatives.

Skills and Experience

Essential

• Customer journey and experience mapping.
• Customer lifecycle management.
• Multi-channel journey and interaction design.
• Digital CRM and personalisation.
• A curiosity about how people engage with digital services.
• Customer experience measurement.
• Proficient in MS PowerPoint and Excel.
• Exceptional presentation and communication skills.
• 2+ years professional working experience.

Desirable

• 2+ years consulting, contracting/agency, or client success role.
• Strong analytical mindset and experience working with digital and customer data.
• Knowledge of leading enterprise 1-1 marketing automation tools like Adobe, Pega, and Salesforce.
• Agile delivery experience, including tools like JIRA, Confluence, Figma, or Miro.
• Experience in regulated industries (e.g. banking, insurance).

The Team

You’ll be part of Optima’s Customer Strategy & Engagement service line; a dynamic group of consultants who help clients unlock customer value and deliver transformation and bring bold ideas and practical solutions to every engagement.

You’ll collaborate closely with colleagues across other services lines, including Growth, Delivery, Data Science and Data Engineering, contributing your marketing expertise to shape integrated, future-ready solutions.

Our team is based all over the UK, but every individual is aligned to one of our offices in either Edinburgh, London and Bristol.

The Company

Optima Partners brings together expertise in design, transformation, data, marketing and technology to help organisations grow and thrive. We are the go-to challenger consultancy for AI-driven transformation in the financial services, energy and telecoms industries, helping clients move from strategy to outcomes fast. Our clients include Lloyds Banking Group, Barclays, Virgin Money, Royal London and The AA.

Our approach is hands-on: we stay embedded through delivery, simplify complexity, and always focus on lasting results. We believe in forming deep partnerships with clients so our work doesn’t just advise but delivers impact in practice.

For those joining us now, it’s an especially exciting time - we’re scaling fast and building the next chapter of our growth story.

Ready to lead the next wave of marketing transformation? We’d love to hear from you.