Digital CX Designer/Consultant in London

The Digital CX Designer/Consultant role sits in the Digital team at Capita Pensions Solutions. You will work in the Engagement & Experience practice and support the team in creating high-quality digital experiences for members, employers and clients.

You will do this by contributing to the design and continuous improvement of digital journeys, ensuring they are intuitive, accessible and grounded in a strong member/employee experience. In this client facing role alongside hands-on CX design, you will bring a consulting mindset, helping communicate digital propositions to clients, supporting journey workshops, and contributing to the successful delivery of digital improvements. This includes reviewing existing client digital platforms, identifying opportunities for optimisation, and presenting clear, evidence-based recommendations.

In return, you'll have a genuine impact on our customers and will be well positioned to gain recognition for you and your work. The role is fully remote, with occasional travel for workshops where required.

• Support the end-to-end CX design process across digital channels (web, mobile, voice and portals).
• Work with UX team members to produce wireframes, prototypes, and interaction designs using Figma and design system components.
• Contribute to user experience strategy through research, data insights, application of behavioural theories and industry best practice.
• Maintain and update journey maps, ensuring journeys are clear, consistent and customer centric.
• Work with UX Researchers, BAs, Product Owners and Developers to ensure solutions are both user focused and technically feasible.
• Support usability testing, user research, A/B testing and iteration cycles.
• Review existing client digital platforms, assess strengths and pain points, and produce actionable recommendations for improvement.
• Plan, interpret and apply findings from primary research activities such as user interviews, usability testing, journey walkthroughs and workshops.
• Leverage secondary research sources including analytics, MI, client insight, industry benchmarks, regulatory guidance and trend analysis to triangulate findings and strengthen recommendations.

• Participate in client workshops to understand existing member experiences and future journey requirements, walk through designs and gather feedback.
• Confidently explain design rationale, customer insights and digital propositions to clients.
• Support commercial conversations by clearly articulating the value of customer centric digital journeys.
• Translate research insights into clear, compelling narratives for clients, linking evidence to commercial and experience outcomes.

• CX design experience - designing digital journeys (Experience in working with design systems, creating wireframes, prototypes and user flows), in a financial services or employee benefit environment, with an understanding of design standards and accessibility.
• Experience of working with Figma as a design tool.
• Can demonstrate strong communication skills and the ability to present and articulate information in front of internal and external stakeholders.
• You must be analytical and comfortable reviewing data to identify challenges in journeys and recommend solutions.
• You must be able to clearly articulate issues and work with IT on solutions for compelling digital journey improvement.
• Experience of working with qualitative and quantitative research, including the ability to interpret findings, identify meaningful patterns, and apply insights to improve digital journeys.

At Capita Pension Solutions (CPS) we continue to grow and evolve our Strategy & Product function. We are at another exciting point in that evolution, defining and executing CPS’s strategic goals as well as developing the next generation of market leading Products and Services. We have ambitious objectives and plans for 2026 and beyond.

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.