Lead UX Consultant/Team Lead

Founded in 2017, Creative CX is a specialist Experimentation Consultancy. We help businesses research, optimise, personalise and innovate across the entire customer experience to drive measurable growth. We’re lucky to work with fantastic clients such as easyJet, AJBell, Hastings Direct, Heathrow, Primark, Premier Inn, AllClear, M&S, and YOOX Net-A-Porter Group.

What is the job? We’ve already built a strong reputation for high-quality UX Research and Analysis to uncover the biggest opportunities for our clients’ businesses, with a strong UX team of consultants delivering this work. The team also works collaboratively to solve the problems they uncover through evidence-led UX Design and Experimentation.

We’re looking for a replacement Lead UX Consultant to lead the UX team, with 8+ years of practical experience in fast-paced digital environments, preferably with consultancy/agency experience. It’s important that this person is highly skilled in all UX Research methodologies, plus a strong knowledge of Quant research too, and ideally with leadership and management experience. It will also be useful if they have a good grounding in UX Design.

As a forward-thinking consultancy, we’re also right in the middle of experimenting with AI in every aspect of our business, to improve the quality of work and enhance the capabilities that we deliver to our clients. Therefore, the ideal candidate will have experience and expertise in using AI and helping others to adopt this transformative technology in an evidence-based way.

You’ll work very closely with our Strategy, Development, QA teams and also our management and leadership teams. This is a hybrid role based in our Central London office with flexibility to work from home for 3-4 days per week.

We need you to:

• Lead and line-manage the UX Team.
• Ensure that we deliver the highest quality work for our clients using our existing methodologies, frameworks and processes.
• Bring your experience, expertise and ideas to enhance our ways of working.
• Work closely with the Strategy and Development Leads on internal projects and initiatives.
• Continue to improve how UX empowers experimentation.
• Lead on key projects for our clients, as this is also a hands-on UX role.
• Work with the sales team on proposals and pitches to prospect clients.
• Run workshops for our clients and internally.
• Provide training and consultancy to our clients to help them improve their own internal capabilities.

You’ll be:

• Excellent in front of clients and working closely with client teams.
• Passionate about uncovering customer problems and opportunities through research.
• A trusted expert in the field who instils confidence in the team and clients.
• A problem finder, solver and fast learner.
• Able to manage multiple projects simultaneously.
• Consultative and strategic in nature.
• Proactive in your approach to clients and workload.
• Positive in your attitude to challenges and change.
• Passionate and proficient in using AI in the right way.
• Able to connect with our values: mutual respect, collaboration, passion for innovation.

You’ll have:

• Exemplary communication and client skills.
• Clear examples of how your work has impacted the businesses you’ve worked for.
• A knowledge and a passion for UX, Research, Experimentation, Optimisation, Product and Digital Innovation.

Nice to have:

• Strong UX Design & Prototyping capabilities.
• Strong proficiency in using behavioural analytics tools and platforms.
• Experience with building Design Systems.
• Experience setting up insights libraries for enterprise companies.
• Public speaking at events and other thought leadership activities.
• Strong proficiency in Product Experimentation.

You’ll get:

• Regular social events and away days, arranged by our social committee.
• Coaching, a personal development plan, and a training budget to help you grow.
• 25 days’ holiday each year, plus an extra day for every year at Creative CX (up to a max 5).
• An additional day off for your birthday after 3 years of service.
• Working abroad policy – option to work outside the UK.
• Company contributory pension scheme.
• Private Medical Cover.
• Life Assurance.
• Cycle to Work Scheme.
• Charity Payroll – giving before tax.

If you have the skills and experience we are searching for and you are looking to join a fun and inclusive team, send your CV and covering letter to us at hr@creative-cx.com.

Creative CX is an equal opportunity employer. Creative CX recruits, employs, trains, compensates and promotes regardless of race, religion, colour, national origin, sex, disability, age, and other protected status as required by applicable law.