Customer Experience
& Service Design

Customer experiences are
made by people.

Great customer experiences are designed. By people who understand customers, services, systems, and the organisations behind them.

Frazer Tremble connects organisations with the CX strategy, service design, UX, and research talent needed to improve how customers, employees, and users interact with what you’ve built.

CX and Service Design has moved from a nice-to-have to a genuine driver of commercial performance, service efficiency, and customer retention. Organisations that invest in the right talent here see it in their NPS, their digital adoption, their cost to serve, and the speed at which they can turn customer insight into meaningful change.

Getting the hire right is harder than it looks.

The roles span strategy, research, design, process, digital product, and change. The difference between someone who can map a journey and someone who can drive the organisational change needed to actually improve it is significant — and rarely shows up in a job title.

At Frazer Tremble, our consultants understand what genuinely strong CX and service design talent looks like — not just the methods and tools, but the commercial acumen, stakeholder influence, and delivery capability that turn customer insight into better outcomes.

Consultants that get it

We do not parachute generalist recruiters into specialist briefs. Every consultant working on your search has a genuine grasp of how transformation programs actually run, so the conversation with candidates and clients alike starts from a place of credibility.

Reference-checked shortlists, fast

We do the heavy lifting before you ever see a CV. Every candidate is properly assessed and reference checked, so the shortlist you receive is short for a reason and ready to move on quickly.

Honest advice, not easy answers

We will tell you what is realistic, not what is easiest to hear. That means clear guidance on rates, who is actually available, and what genuine capability looks like at the level you are hiring for.

Access to passive talent

The strongest candidates are rarely applying for jobs. Our networks give you access to experienced professionals who are not actively looking but are open to the right opportunity.

Flexible engagement models

However you need to bring talent in, we can structure it. From permanent hires, contract or embedded teams, we work to the engagement model that suits your business, not the other way around.

Why candidates care.

At Frazer Tremble, our consultants know why a seasoned change manager is not interchangeable with a communications lead, what a program director does differently from a project manager, and what organisations are really looking for when they say they need someone who can hit the ground running.

Our FutureFit Methodology.

The Frazer Tremble FutureFit methodology gives organisations a clear, practical framework for understanding the people, skills and leadership capability they need for what comes next.

By looking beyond immediate hiring needs, it helps businesses identify future workforce gaps, align talent strategy with commercial goals, and build teams that are more adaptable, resilient and ready for growth.

“CX designed recruitment at it’s very best.
Laura and the team were so easy to work with. Their proactive communication is fantastic, I was never in doubt as to what was happening and I never needed to chase. Laura took time to really understand my requirements and found us some great candidates. I will definitely recommend their services and will absolutely use Frazer Tremble again.

Hayley Spraggett,
Manager – Customer Experience,
Service Design & Transformation

“Laura was an exceptional partner throughout the job selection process. She kept me informed at every step and communicated promptly about all progress updates. I highly recommend working with her if you want a recruiter who will genuinely support you and ensure the process goes as smoothly as possible.

Maria Paz,
Digital Designer

“Fantastic quality, so easy to work with. Laura is amazing to work with, she is a CX specialist with deep industry knowledge and infectious enthusiasm. She provided me a high quality candidate, beyond what our internal recruitment processes could. Thank you!

Suzy Nixon,
Head of CX & Design

Previous roles we've filled.

Take a look at some of the key roles we’ve successfully filled. With deep expertise across delivery and Ops functions, we place leaders and specialists who are the right fit, not just on paper, but for the long term, backed by a process built on genuine understanding of both client and candidate.