Our client is a national law firm with a local heart. But they’re more than lawyers and financial experts – they’re people helping people navigate life’s ups and downs. Recognised among the Best Workplaces for Wellbeing 2024, they champion diversity, sustainability, and community investment. Here, your voice shapes tomorrow’s client experience.

As Lead Service Designer (6-month FTC), you’ll be the expert driving better client journeys. Using insight and research, you’ll:

• Lead workshops, map journeys, and pinpoint how to remove friction.

• Turn pain points into plans, blueprints, and tangible improvements.

• Influence teams across Client Experience, Insight, Marketing, and Change.

• Champion the client’s voice at every table, from senior meetings to frontline services.

• Keep an eye on trends and competitors, ensuring the firm stays one step ahead.

This is strategic, hands-on work. You’ll juggle multiple projects, validate ideas with real feedback, and embed meaningful change that clients can feel.

✅ Strong experience in service design and a proven record transforming customer journeys.

✅ You’re a master of design thinking, journey mapping, and turning complexity into clarity.

✅ Experience within the professional services / law / financial services sector. 

You won’t just be crunching numbers—you’ll be driving change. From improving accessibility services and tracking real-time customer sentiment to predicting operational bottlenecks, your work will directly influence how thousands of people experience the service environment every day.

• Deliver monthly and ad hoc reports using Power BI, R or Python, and Excel
• Lead on high-impact projects like Key Driver Analysis and Special Assistance Survey redesign
• Help implement a new Voice of the Customer platform—using AI, verbatim survey text, and social sentiment to surface actionable insights
• Present your findings to senior stakeholders—including executives and board-level leaders
• Apply statistical techniques (regression, correlation, hypothesis testing) to uncover patterns and opportunities

• 3+ years’ experience in market research or data analysis
• Skilled in customer satisfaction survey analysis (quant and text)
• Proficient in Power BI, R or Python
• Strong communication skills—able to explain data to non-technical audiences
• Organised, curious, and comfortable working independently

• A 50/50 balance of structured reporting and exploratory insight work
• Regular exposure to high-level strategic discussions
• Flexibility, autonomy, and a supportive, insight-driven culture
• The chance to make your mark in a complex, high-impact service environment

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If you’re ready to turn insight into action and help shape a smarter, more customer-centric future, we’d love to hear from you.

• Lead the Clienteling platform strategy and enhancements — helping frontline teams deliver more personalized customer experiences.
• Manage the end-to-end implementation of a new Content Management System, enabling richer, more dynamic content delivery.
• Shape and drive the overall Marketing Technology roadmap aligned to customer-centric goals.
• Oversee research, selection, deployment, and optimization of CRM, CMS, and marketing tools.
• Collaborate across Marketing, Digital, IT, and Legal teams to ensure seamless technology integration.
• Leverage data and insights to measure platform success and identify opportunities.
• Ensure compliance with GDPR and data protection standards.
• Provide training and support to maximize tech adoption across the business.
• Stay on the pulse of emerging marketing tech trends.

• 4+ years’ experience in Marketing Technology, CRM, Digital Marketing, or related fields.
• Proven experience managing or optimizing Clienteling platforms (eg Tulip, Endear, Salesfloor, OneShop, BSPK, Mad Mobile Concierge) and/or CMS systems.
• Strong project management and cross-functional stakeholder skills.
• Technical know-how in platforms like Salesforce Marketing Cloud, HubSpot, CDPs, and CMS tools.
• Analytical mindset — able to turn customer data into actionable strategies.
• Clear communicator with experience influencing senior leaders.
• Deep understanding of customer journeys and personalization strategies.
• Knowledgeable about GDPR and privacy compliance.

• Degree in Technology, Marketing, Business, or related areas.
• Experience within luxury retail, fashion, e-commerce, or consumer goods industries.
• Hands-on work with Clienteling technology or major CMS platforms is a strong plus.
• Strong data analytics understanding

They are a leading global e-commerce company specialising in luxury fashion. They connect style-conscious shoppers with top brands.

As the Data Analyst, you will be a data expert, delivering actionable insights about the customer. You will support decision-making and drive a data-led culture. Creating impactful reports, refining KPIs, leading analytics projects, and collaborating on platform development. Strong communication and strategic thinking are key.

Key attributes of the suitable Data Analyst include:

• 1+ years of experience working in a customer analytics environment
• Proficiency with the use of SQL
• Ability to present actionable Data & Analytics insights to internal stakeholders