UX Lead in London

Biglight is an experience design agency focused on helping leading B2C and B2B brands create remarkable customer experiences that drive commercial impact. We combine UX, design, insight, and experimentation to unlock new value for our clients — including organisations like The North Face, ASDA and M&S.

We’re a people business, powered by talented specialists who want to make a difference. We hire the very best people, regardless of background, and create an environment where they can grow while delivering exceptional work for our clients.

As Lead UX Designer, you’ll operate as a senior individual contributor with strategic influence, leading complex engagements and elevating experience design. You’ll contribute to framework definition, promote design thinking, and demonstrate how user-centred approaches deliver measurable business outcomes.

What’s in it for you

You will uphold and evolve practice-level standards for experience and service design, ensuring clarity of scope and alignment with client objectives. You will represent the Experience Design team’s benchmark for delivery and execution excellence, showing how design drives commercial impact.

You’ll contribute to the refinement of research frameworks (qualitative and quantitative), service design thinking (from journey mapping to service blueprints) and change management (process design and organisational change), creating the conditions for high-impact outcomes. You will be customer-centric, whilst remaining business-minded and commercially savvy.

Lead with influence

You’ll inspire and empower the colleagues you work with, supporting a culture of collaboration, innovation, and continuous improvement. You’ll help foster the business’s leadership culture, mentoring team members and creating an environment where great ideas thrive.

Build trusted relationships

You’ll work closely with senior client stakeholders, earning their trust by delivering work that combines creative ambition with strategic clarity. You will help strengthen Biglight’s reputation as a partner who designs services, experiences and processes that transform how businesses operate.

Requirements

• Strategic thinker who connects research, service design, and UX to deliver end-to-end experiences aligned with business goals.
• Hands-on practitioner who thrives on complex problem solving, yet delivers intuitive and elegant solutions.
• Empathetic mentor, who empowers others.
• Commercially mindful, creatively intelligent.
• Decisive and adaptable in complex, fast-moving environments.
• Skilled collaborator who aligns stakeholders and creates shared ownership.
• Commercially aware, applying design thinking to identify growth opportunities.

What you’ll be doing

Engagement leadership

• Plan and lead the delivery of complex transformation engagements, ensuring outcomes align with client objectives and timelines.
• Actively design, run and participate in workshops, research synthesis, and design activities to maintain quality and momentum.
• Help resolve delivery challenges and keep multi-workstream programs on track.
• Coach and empower team members during live engagements to elevate delivery standards and impact.
• Contribute to shaping the role of AI in Experience Design by defining vision, principles, and governance.

Client leadership and relationships

• Working closely with the CX Director, you will act as a trusted partner during transformation engagements, guiding clients through complexity and change.
• Build confidence by delivering clear, actionable insights and maintaining transparency throughout delivery.
• Align priorities across stakeholders to keep programs focused and outcomes measurable.

Research and insight

• Plan and deliver research activities that inform design decisions and unlock transformation opportunities.
• Plan and facilitate workshops that uncover insights and enable collaborative decision-making.
• Ensure research outputs are actionable and directly connected to engagement goals.

Service and experience design delivery

• Translate insights into tangible artefacts (e.g., journey maps, service blueprints, and process flows).
• Apply service design thinking to connect user needs with operational realities across channels and touchpoints.
• Champion accessibility and inclusivity in all deliverables.
• Contribute to defining and formalising experience and service design frameworks (e.g., service blueprints, ecosystem mapping).
• Embed AI-driven design practices within established governance and ethical principles.

Operational responsibilities

• Contribute to scoping, resourcing, and prioritisation across multiple workstreams to ensure successful delivery.
• Empower team members to take ownership while providing hands-on support where needed.
• Coach and develop direct reports, focusing on growth and engagement quality.

Business development

• Partner with the CX Director and engagement teams to surface new growth opportunities by integrating commercial acumen with customer-centric design thinking.
• Co-lead strategic pitches and proposals for your practice area, using thought leadership and case studies that demonstrate measurable impact.
• Publish POVs and reusable frameworks to strengthen Biglight’s market position.
• Identify account growth opportunities through insight-driven recommendations during engagements.
• Foster a commercially aware culture within the Experience Design team.

Experience, skills, education and personal attributes

• 8-10+ years of experience in UX and service design, with a portfolio demonstrating strategic leadership, measurable business outcomes, and system-level thinking across complex ecosystems.
• Experience delivering joined-up customer journeys across multiple channels and touch points, within high complexity organisations.
• Expertise in shaping and applying research to strategic design decisions, supported by tangible business outcomes.
• Proven ability to influence senior and C-level stakeholders, and navigate complex client relationships, in the context of high complexity engagements.
• Experience in shaping engagement commercials.
• Proven track record of pitching and winning work.
• Highly organised, adaptable and decisive, with strong critical thinking skills.
• Skilled communicator, delivering high quality outputs across all forms of communication across a team or function.

Benefits

• Competitive salary
• Private health insurance
• Enhanced maternity/paternity pay
• Access to Perkbox employee benefits platform
• Hybrid office/home working
• Regular business updates and company socials
• Opportunities for professional growth and career development
• 25 days annual leave
• Being part of a dynamic, fast-paced agency environment
• Working with a team of incredibly talented professional colleagues

We are committed to fostering a diverse and inclusive workplace where everyone feels respected, valued, and empowered to contribute their authentic selves.