TCX Service Designer

Now Hiring: TCX Service Designer – Shape the Future of Onboarding Experiences

We're seeking an experienced Service Designer to play a key role in reimagining the first 90 days of our customer onboarding journey as part of our Total Customer Experience (TCX) strategy. This is more than a review—it's an opportunity to transform how our customers engage with us from day one.

In this role, you'll lead a deep-dive, as-is service design analysis, identifying root causes of friction and mapping a smarter, more seamless path forward. Your work will directly influence digital adoption, reduce churn, and create a more balanced and effective channel mix.

This initiative is grounded in our strategic vision:

• Delivering a best-in-class omnichannel experience that unifies every brand touchpoint
• Championing a digital-first, human-backed approach with clear channel roles
• Using data-driven personalization to meet customer needs and business goals
• Ensuring cohesion across systems, governance, and ways of working
• Investing in scalable capabilities to support a seamless, future-ready experience

If you're passionate about crafting meaningful, data-informed service experiences and thrive in complex, omnichannel environments—this is your opportunity to make a real impact.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

In order to be considered, you must have the following experience;

• Proven experience in service design, particularly in optimising customer journeys.
• Strong expertise in omnichannel experience design, including digital, voice, retail, and field service.
• Data-driven approach, with the ability to analyse real-world customer interaction data.
• Experience mapping end-to-end customer journeys, with detailed breakdowns of service interactions.
• Demonstrated ability to identify friction points and propose scalable, customer-centric solutions.

We'd also love you to bring;

• Excellent collaborator engagement skills, including the ability to influence senior leaders and work across different functions.
• Hands-on, customer-immersive approach, including willingness to directly experience onboarding journeys and use feedback constructively.
• Strong communication and relationship-building skills, especially within matrixed and cross-departmental environments.
• Innovative problem-solving approach, with a focus on improving customer experiences through scalable design.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based interview.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.