CX Design Lead

The role

We are looking for a Customer Experience Design Lead, to play an important part in growing our overall customer function and support existing projects with some high profile clients.

Our CX and UX team has delivered some great work across financial, automotive, FMCG and alcohol sectors in the last 18 months. The CX Design lead will oversee the Customer UX Design function and play a key part growing the profile of the CX pillar of the customer practice off the back of some great case studies.

As a CX Design Lead, you'll play a pivotal role in understanding existing and desired customer research and insights, and be adept at translating those into strategies that enhance customer experiences , rooted in compelling brand propositions. You’ll be passionate about solving problems and be experienced in working with and facilitating cross functional teams to co create customer journey maps and multichannel experiences.

You’ll have a deep knowledge of customer needs, and a point of view on best practice, as well as the desire to play a lead role in growing our overall customer practice through thought leadership, and acting as an internal ambassador to drive an understanding of great CX.

You’ll be adept at translating complex ideas and rich insight into accessible design outputs, through design platforms like Figma, to bring the desired customer experience state to life. Ideally you will have a wealth of examples to illustrate your thinking and experience.

Key Responsibilities

• Leading of customer experience and service design projects
• Visualisation of customer experience concepts
• Translation of customer insight into customer needs
• Building strategic customer frameworks and blueprints

• Being familiar with design thinking methodologies (such as the double diamond)
• Confident scoping and defining proposals

• Leading UX projects and proposal development
• Hands on experience of experience design tools like Figma / Miro
• Significant experience in solving customer problems and facilitation of cross functional client teams

Skills and Experience Required

• Experience leading high profile customer experience strategy projects with senior client stakeholders
• Able to apply a customer journey mindset across a range of sectors and audiences
• Demonstrated creativity, problem-solving skills, and an innovative mindset
• Automotive industry experience a bonus
• Familiarity with both quantitative (surveys, web analytics, A/B testing, etc.) and qualitative research methods (interviews, observation, ethnography, etc.).
• Knowledge of customer experience disciplines and designing for omnichannel experiences.
• Practical knowledge of industry-standard design and prototyping tools like AdobeCC, Figma, Sketch, InVision, or Framer.
• Understanding of agile methodologies and design sprints