Head of UX, Service Design & Digital Experience Strategy in London

Head of UX, Service Design & Digital Experience Strategy

Location: London (Hybrid - up to 3 days per week in the office)

Employment Type: Permanent

The Opportunity

We're working with an established digital transformation consultancy looking to appoint a Head of UX, Service Design & Digital Experience Strategy to lead and develop its UX, User Research and Service Design capability.

This is an excellent opportunity for an experienced consultancy professional who combines strong service design expertise with commercial awareness, pre-sales experience and a proven track record of building and developing high-performing teams.

The role sits at the intersection of strategy, client advisory and delivery, with responsibility for developing the practice, supporting commercial opportunities and ensuring the successful delivery of complex, experience-led transformation programmes.

We're particularly interested in individuals who have helped grow a consultancy capability and are ready to take greater ownership of its future direction.

Key Responsibilities

• Lead, develop and grow a multidisciplinary team spanning UX, User Research and Service Design.
• Drive practice development, including recruitment, capability building, mentoring and establishing best practices.
• Play a key role in pre-sales activities, including client pitches, proposals, tenders, scoping and commercial estimation.
• Support the commercial performance of the practice, including utilisation, project profitability, delivery margins and resource planning.
• Provide senior client advisory expertise across service design, customer journeys and digital experience strategy.
• Oversee the quality and delivery of complex UX, research and service design engagements.
• Lead end-to-end service design initiatives, including journey mapping, service blueprinting and the alignment of digital and operational experiences.
• Collaborate with technology, data and strategy teams to develop integrated transformation solutions.
• Contribute to the development of new propositions, methodologies and consulting capabilities.

Experience Required

• A strong background within a digital, technology, customer experience or management consultancy.
• Significant experience in UX, Service Design, User Research or Experience Strategy.
• Demonstrable experience building, growing or developing multidisciplinary consulting teams.
• Strong commercial experience, particularly across pre-sales, proposals, bids, scoping and estimation .
• Experience managing or contributing to commercial performance, including budgets, utilisation, profitability and delivery margins.
• A strong understanding of end-to-end service design, customer journey mapping and service blueprinting.
• Experience advising senior clients and overseeing complex consulting engagements.
• Excellent stakeholder management, communication and leadership skills.
• Experience contributing to practice growth and commercial strategy.
• Previous P&L responsibility or meaningful financial accountability.
• Experience supporting public-sector bids or working with regulated organisations.
• Exposure to operating model transformation and complex digital ecosystems.

Who We're Looking For

You may currently be working as a Senior Manager, Principal Consultant, Associate Director, Service Design Director or Head of Service Design within a consultancy.

We're not necessarily looking for someone who already runs a large consulting division. We're interested in individuals who have demonstrated the ability to grow teams, develop consulting capabilities and contribute commercially , and who are ready to take the next step in their leadership career.

This is not a purely hands-on UX/UI position or a role focused exclusively on managing project delivery. It requires someone who understands both the design and commercial sides of consulting.

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