UX Designer in Walsall

We are entering a new era of product at Echo. As the world's water utilities seek to meet heightened expectations of service – from customers and industry regulators – and need to reinvent citizens’ relationships with their most essential resource, we are on a mission to reimagine customer experience in water. Our flagship billing technology – Aptumo – is designed specifically for water utilities and native to the Salesforce ecosystem. We work with 40% of the UK water industry, key clients in Australia, and are designing for growth. We believe that Aptumo is the essential heartbeat of an essential industry transformation; human‑led, technology enabled.

We are building a new Product Squad to drive innovation and enhancements, together with our clients. If you are passionate about transforming transactional service into meaningful relationships; designing for engagement and behaviour change; can straddle detailed process and big picture strategy, this is the role for you. We’re looking for change makers who want to make a difference, know how to collaborate, and can bring new ways of working to our business.

The Role

We are looking for a UX Design / User Research Lead to drive user‑centred design for our Salesforce‑native product, Aptumo. As a UX Designer in the Product Squad you will be client‑facing and our ultimate champion of user experience. You will own the end‑to‑end research and design process—discovering user needs, translating insights into intuitive Salesforce experiences, and ensuring our product aligns with platform conventions.

We need someone with deep experience in user‑centred design and a strong understanding of how the Salesforce platform informs what can be built. Working across our global markets, you will be working collaboratively on key strategic projects, planning and conducting user research, collecting data and synthesising research, iteratively designing solutions, and advocating for the voice of the customer throughout the product lifecycle. Working closely with our Business Analysts and Technical SMEs, your role is to increase user satisfaction, anticipate future needs, and design for an intuitive product experience.

Working closely with our clients will be key to success, and so there is a requirement to travel for face‑to‑face workshops, research and design across the UK, as well as our HQ in Walsall to work with the wider Echo team. You will be given the opportunity to learn, grow, and innovate – working across global markets and with our strategic partners.

As a UX Designer, Your Responsibilities Will Be:

• Plan and execute qualitative and quantitative user research including interviews, surveys, usability testing, and observational studies.
• Synthesise research into actionable insights that inform product strategy, feature prioritisation, and design decisions.
• Create wireframes, low‑fi and hi‑fi prototypes, and user flows for Salesforce interfaces.
• Iterate designs based on user feedback, research findings, and engineering feasibility.
• Collaborate closely with Salesforce admins, architects, and developers to ensure designs are viable within platform capabilities.
• Consider multi‑channel experience and AI‑enhanced interactions.
• Work closely with Product Owners, Business Analysts, Engineers, and SMEs to define problem spaces and align on user needs.
• Participate in agile rituals, design reviews, and product discovery workshops.
• Create and maintain UX documentation, artefacts, design guidelines, and research repositories.

What You’ll Need:

• At least 8 years experience as a UX Designer or hybrid UX/UR role, ideally in SaaS or enterprise environments.
• Demonstrated experience conducting user research and converting insights into prototypes and design recommendations.
• Familiarity with Salesforce UX principles, SLDS, and platform constraints (experience in Salesforce UX is highly advantageous).
• Proficiency in prototyping tools (e.g., Figma, Sketch), user research tools, and usability testing approaches.
• Strong analytical, storytelling, and communication skills—able to translate data into compelling narratives for stakeholders.
• Ability to work effectively in cross‑functional agile product squads.
• Experience working with product analytics tools and using data to inform insights.
• A portfolio demonstrating Salesforce‑native or enterprise platform work is advantageous.
• Good team player, ability to work effectively in a team environment, sharing knowledge and skills and developing productive working relationships.
• Focused and driven on achieving results and a drive to improve and continuously learn and develop.
• Experience of managing ambiguity and undertaking forward planning.
• Strong commercial focus and awareness.
• Ability to manage own time effectively and adhere to deadlines and manage multiple priorities of work simultaneously.

Preferred Qualifications:

• Degree level qualified or relevant equivalent qualification or experience.
• Professional Diplomas / Certifications in UX.
• Salesforce UX Designer credential (preferred but not required).

What You’ll Get In Return:

• A competitive salary.
• Pension scheme with employer contributions.
• 20 days holiday + bank holidays.
• A supportive and collaborative work environment where your ideas and contributions are highly valued.
• Mentorship and guidance from experienced professionals.
• 24/7 GP service.
• Access to my premier benefits – store discounts.
• Employee well‑being programme.
• Free onsite parking.
• Onsite gym.

Who We Are:

Part of the South Staffordshire group, Echo Managed Services is a leading provider of billing software and outsourced customer service solutions. We pride ourselves on delivering outstanding results for our clients and cultivating a culture of innovation and growth. Join our team and become part of a forward‑thinking organisation that values collaboration, integrity, and continuous improvement.