Job Description

Customer Journey Mapping Officer

Location: Reading, RG1 1AF (Hybrid - 60% office / 40% home)
Pay: £15.39 per hour
Contract Type: Temporary (Until March 2026)
Hours: Monday - Friday (37 hours per week)
Sector: Public Sector

A Little Bit About Us:

Brook Street have grown into one of the UK's leading recruitment agencies − matching thousands of people with meaningful job opportunities at more than 4,500 companies every year. Delivering a quality service to suit the needs of clients and candidates alike was important to our founder Margery Hurst and it remains important to us today.

Recruitment is about so much more than just filling job vacancies. It's about giving people the chance to unleash their full potential, through their perfect new role.

About the Role

We're recruiting Customer Journey Mapping Officers to join the Customer Experience Team at the Rural Payments Agency (RPA).

This is an exciting opportunity to aid RPA in improving how farmers, landowners, and rural communities experience their services. You'll help design a library of customer journeys that shows how customers access and use RPA's schemes and services, turning data and insights into actions that make a difference.

What Will Be Your Day to Day Tasks?

You'll play a hands-on role in understanding and improving customer interactions across RPA services. Your duties will include but not be limited to:

• Creating clear, detailed customer journey maps using consistent, evidence-based methods.
• Translating data and customer insight into practical recommendations for service improvements.
• Working with colleagues and stakeholders across different teams.
• Presenting findings and updates in a clear and engaging way.
• Supporting the creation of customer personas and using segmentation data to understand different customer needs.
• Reporting progress and identifying opportunities to improve the customer experience.

About You

We're looking for people who are:

• Confident and proactive, with great communication and problem-solving skills.
• Comfortable working both independently and in teams.
• Motivated by good service and keen to improve how customers experience it.
• Methodical and organised, with attention to detail and the ability to deliver work to a high standard.
• Adaptable and open to learning new tools and approaches.

Essential Skills

• Experience creating clear, well-designed outputs (reports, maps, or documents) at pace.
• Ability to translate data and insight into usable information or recommendations.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Interest in customer experience, service design, or process improvement.
• Experience in journey mapping, process mapping, research, or marketing is desirable but not essential.
• Experience using Mural or similar collaboration tools would be an advantage.

Apply Now

If you're passionate about improving customer experiences and want to contribute to meaningful public sector work, apply today to join the RPA's Customer Experience Team and help shape better services for the future.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.