Lead CX Designer

Overview

As Lead CX Designer, you shape customer experience offerings and drive impactful digital and service experiences for global brands. You will lead CX initiatives across key client accounts, blending strategy, service design, and hands-on delivery to solve business challenges. You’ll collaborate with multidisciplinary teams and senior stakeholders to deliver measurable outcomes across the customer lifecycle, while evolving CX capabilities and pre-sales activities. This hybrid London-based role combines delivery leadership with commercial insight in a consultancy setting.

Responsibilities

• Lead CX and service design work from discovery to delivery, ensuring customer-centered outcomes.
• Shape end-to-end service design across digital and non-digital touchpoints.
• Build and nurture relationships with client stakeholders as trusted partner and advisor.
• Support business development including proposals, pitches, and shaping CX offerings.
• Mentor and develop a growing design team, ensuring quality and efficient ways of working.
• Collaborate with developers and project teams for successful solution delivery.
• Improve internal processes, frameworks, and innovation initiatives.
• Stay updated on trends in CX, service design, AI-powered tooling, and behavioural science.

Key requirements

• Significant experience in CX, UX, service design, or product design in agency, consultancy, or enterprise settings.
• Strong portfolio demonstrating customer-centered thinking and end-to-end service design.
• Commercial experience supporting client relationships, proposals, pitches, and account growth.
• Confidence in leading workshops, presenting to senior stakeholders, and managing complex client relationships.
• Experience mentoring or managing designers in multidisciplinary teams.
• Strong communication, collaboration, and strategic problem-solving skills with a passion for innovation and emerging technologies.

• collaboration
• communication
• strategic problem-solving
• CX
• UX
• service design

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