About 1st Formations
At 1st Formations, we empower entrepreneurs to start, run, and grow their businesses with confidence.
Running a business shouldn’t be slowed down by company formation, statutory compliance, accounting, or payroll. From day one, these essentials should be seamless, reliable, and intelligently handled — freeing founders to focus on building and scaling.
We’re a leading UK provider of company formation and compliance services, building a modern, fully integrated technology platform that supports founders at every stage of their journey. Our platform brings together formation, compliance, accounting, payroll, and ongoing business support in one cohesive experience.
No stitched-together services.
No legacy workflows disguised as software.
Just a single, scalable platform built for ambitious founders who want to move fast, stay compliant, and grow with confidence.
Why Join Us Now?
You’ll be joining a business with strong momentum, clear direction, and real opportunity for progression.
£18m annual revenue, including £9m ARR
Over 1 million companies formed
Certified B Corp and Carbon Neutral Business
Forecast to grow 5x–10x over the next three years
The Role
We’re looking for a CX & Service Design Lead role to own and continuously improve the end-to-end customer experience by identifying friction points, reducing avoidable customer contact, and designing simple, intuitive services that empower customers to self-serve effectively. The role combines customer insight, data analysis, and service design to optimise journeys across pre-purchase, purchase, and post-purchase stages, while partnering cross-functionally with product, support, and operations teams to deliver measurable improvements in customer satisfaction, operational efficiency, and overall service performance.
Key Responsibilities
Own and continuously improve the end-to-end customer experience across pre-purchase, purchase, and post-purchase journeys.
Analyse customer contact drivers, support trends, and operational data to identify friction points and failure demand.
Design, run, and analyse customer surveys and other voice-of-customer feedback (CSAT, NPS, CES, and ad hoc pulse surveys) to complement customer contact data and direct customer research.
Map, review, and diagnose customer journeys to identify friction, inconsistency, and satisfaction gaps.
Recommend and brief scalable service solutions, partnering with UX and Product to reduce customer effort and increase self-service adoption.
Lead service design initiatives from discovery through to handover, ensuring customer and business needs are aligned with delivery teams.
Partner with Product, UX, Operations, Support, and Marketing teams to deliver seamless customer experiences across all touchpoints.
Identify and prioritise improvement opportunities across digital experiences — including website content, customer communications, Help Centre, onboarding journeys, and support flows - briefing Product, UX, and Content teams to deliver them.
Establish reporting frameworks and dashboards to track customer experience performance, contact trends, and improvement opportunities.
Drive continuous improvement initiatives focused on reducing avoidable contact and increasing operational efficiency.
Ensure customer insight and behavioural data inform decision-making, prioritisation, and service enhancements.
Champion customer-centric thinking and service excellence across the organisation.
What we are looking for
Proven experience in Customer Experience (CX), Service Design, Journey Management, or related roles.
Experience mapping and improving end-to-end customer journeys.
Strong analytical skills with experience interpreting customer, operational, and behavioural data.
Experience diagnosing and improving digital and self-service customer experiences, working closely with UX and Product colleagues to implement changes.
Strong stakeholder management and cross-functional collaboration skills.
Ability to balance strategic thinking with hands-on delivery and execution.
Experience working in fast-paced, scaling, or digital-first environments.
Experience with CX metrics such as CSAT, NPS, CES, and contact centre KPIs.
Understanding of contact centre operations and customer demand drivers.
Familiarity with UX and product delivery processes, sufficient to brief and collaborate effectively with design and engineering teams.
Experience implementing service design frameworks and methodologies.
Experience within SaaS, technology, fintech, compliance, or business services sectors.
What We Offer
Competitive salary and comprehensive benefits package
Hybrid working model
Real opportunities for progression as the business scales
The chance to influence both customer experience and product development
A culture that values ownership, impact, and continuous learning
Equal Opportunities
1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.
Compensation Range: £70K - £75K
