IVR Customer Experience Designer

We are supporting a leading UK organisation undergoing a significant transformation of its customer contact experience and are looking for an experienced IVR CX Designer to help redesign and optimise customer journeys across voice and conversational channels.

This role will focus on improving the customer experience within a modern contact centre environment, designing intuitive, efficient and effective IVR journeys that reduce customer effort while increasing containment and resolution rates.

The successful candidate will work closely with product owners, customer experience teams and contact centre stakeholders to analyse existing journeys, identify areas for improvement and design future-state customer interactions., Design and optimise end-to-end IVR customer journeys and call flows.
Create and maintain flow diagrams using Visio or similar journey mapping tools.
Define and improve:
Prompt design
Routing logic
Queue management
Error handling scenarios
Map customer intents and decision pathways.
Design authentication and verification journeys.
Build logic for recognised and unrecognised customer intents.
Define self-service and agent-assisted routing strategies.
Review existing customer journeys and identify opportunities to simplify experiences and reduce friction.
Remove ineffective or low-performing journey paths and improve navigation structures.
Support the introduction of AI-driven routing and conversational experiences.
Collaborate with stakeholders across customer operations, contact centre teams and product functions.

Improved customer experience across voice channels.
Reduced customer effort and friction.
Lower abandonment and drop-off rates.
Increased journey efficiency and containment.
Clearer, simpler customer navigation paths.
Improved routing accuracy and resolution rates.

Essential Experience

Strong hands-on experience designing IVR and voice customer journeys.
Experience designing call flows, prompts, routing logic and customer interaction scenarios.
Ability to independently design complex logic flows and customer pathways.
Experience using Visio or similar journey mapping tools.
Strong understanding of customer experience principles within contact centre environments.
Ability to quickly understand existing journeys and recommend improvements.

Desirable Experience

Experience with Amazon Connect or similar cloud contact centre platforms.
Experience working within large enterprise environments.
Exposure to chat and conversational customer journeys.
Experience designing AI-assisted routing or conversational experiences.
Telecommunications industry experience.