Customer Experience & Service Design Lead

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 to own and evolve our end-to-end customer experience. This role is responsible for identifying friction across the customer journey, reducing avoidable contact, and designing simple, intuitive services that enable customers to self-serve effectively.

You’ll combine customer insight, data analysis, and service design to improve journeys across pre-purchase, purchase, and post-purchase stages, working cross-functionally with product, support, and operations to deliver measurable improvements in customer experience and efficiency.

Key Responsibilities

Customer Insight & Contact Analysis

- Analyse customer contact drivers across all support channels

- Identify root causes of customer issues and failure demand

- Transla...