Customer Experience Design Consultant

Optima Partners is a fast‑growing professional services firm helping leading organisations transform customer engagement at the intersection of marketing, technology, and data. As we scale from 80 to 200 people, we’re growing our Customer Strategy & Engagement consulting team.

We work with major brands including Lloyds Banking Group, NatWest, Nationwide, Aviva, Virgin Media O2, BT, Centrica, and GSK.

The Role

We’re looking for a Customer Experience Design Consultant with 2+ years’ consulting or relevant in‑house experience to help design and deliver personalised, future‑fit customer experiences.

You’ll work within project teams to modernise how organisations plan, deliver, and measure customer engagement, shaping 1‑1 customer journeys that drive real business outcomes.

A key part of the role is using real‑time decisioning platforms such as Pega Customer Decision Hub (CDH) to design and optimise data‑driven engagement strategies across channels.

Key Responsibilities

• Build trusted client relationships and support CX transformation programmes

• Design 1‑1 customer journeys and engagement strategies across channels

• Translate CX strategies into Next‑Best‑Action decisioning frameworks (Pega CDH)

• Support configuration of Pega CDH components (decision strategies, engagement policies, triggers)

• Collaborate with data teams to define rules, logic, and data requirements

• Design and facilitate client workshops and presentations

• Turn research and data into actionable customer insights

• Communicate complex ideas clearly through storytelling and strong presentations

What We’re Looking For

Essential

• Experience in customer journey mapping and lifecycle management

• Multi‑channel journey and interaction design experience

• Understanding of CRM, personalisation, and CX measurement

• Exposure to real‑time decisioning / Next‑Best‑Action concepts (ideally Pega CDH)

• Strong PowerPoint, Excel, and communication skills

Desirable

• Consulting or agency experience

• Experience with Pega CDH, Adobe, or Salesforce

• Agile delivery experience (e.g. Jira, Confluence, Figma, Miro)

• Background in regulated industries (banking, insurance)

What We Offer

• Competitive salary + bonus up to 15%

• 37 days holiday (incl. Christmas shutdown)

• Private medical insurance, life & income protection

• Pension scheme

• 1,000+ employee perks

• Dedicated learning, training, and certification supportob Description