CX & Service Design Consultant - Unified Service Entry

B2e Consulting in London seeks a senior consultant to redesign customer journeys and improve how employees access a complex internal service for a major UK central government organisation. You will simplify contact channels, create a single entry point and map future-state processes.

You will lead workshops, map end-to-end journeys, design triage and routing, engage stakeholders, and identify opportunities for automation and AI.