At a Glance
- Tasks: Lead CX design initiatives and shape impactful digital experiences for global brands.
- Company: Join a creative agency that partners with top brands to deliver innovative solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Embrace diversity in a supportive environment with excellent career advancement opportunities.
- Why this job: Make a real impact in customer experience while mentoring a dynamic design team.
- Qualifications: Experience in CX, UX, or service design with strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Canvas Reply, part of the Reply Group, works with some of the world’s biggest brands, providing an end-to-end product design and development service, covering each phase of digital product development. We combine insight, creativity, and technical expertise to deliver tailored digital solutions that allow our clients to stay ahead of the competition. Our services include UX Research, UI/UX Design, Web Development, QA, Sitecore, and Managed Project Delivery.
Role Overview: As a Lead CX Designer, you will play a strategic role in shaping customer experience offerings and leading the delivery of impactful digital and service experiences for global brands. You will lead CX initiatives across key client accounts, combining strategic thinking, service design expertise, and hands-on delivery to address complex business and customer challenges. Working closely with multidisciplinary teams and senior stakeholders, you will drive measurable outcomes across the full customer lifecycle while contributing to the evolution of CX capability, including service offerings and pre-sales activity. This role is suited to an experienced CX professional who thrives in a consultancy environment, balancing delivery with commercial thinking while mentoring teams and driving customer-centric innovation. This is a hybrid-based role located in London.
Responsibilities:
- Lead CX and service design activities across projects from discovery through to delivery, ensuring high-quality customer-centred outcomes.
- Own and shape end-to-end service design initiatives, mapping experiences across digital and non-digital touchpoints.
- Build strong relationships with key client stakeholders, acting as a trusted partner and strategic advisor.
- Support business development activities including proposals, pitches, workshops, and helping shape new CX offerings.
- Help manage and mentor a growing design team, supporting capability development, quality assurance, and ways of working.
- Work closely with developers, project teams, and cross-functional stakeholders to ensure successful implementation of solutions.
- Contribute to improving internal processes, frameworks, methodologies, and innovation initiatives.
- Stay up to date with emerging trends in CX, service design, AI-powered tooling, behavioural science, and digital innovation.
- Travel to client sites where required to support workshops, collaboration, and relationship building.
About the Candidate:
- Significant experience working in CX, UX, service design, or product design within agency, consultancy, or enterprise environments.
- Strong portfolio demonstrating customer-centred thinking, CX360 ownership, and end-to-end service design.
- Commercially minded with experience supporting client relationships, proposals, pitches, and account growth.
- Confident leading workshops, presenting to senior stakeholders, and managing complex client relationships.
- Experience mentoring or managing designers within growing multidisciplinary teams.
- Strong communication, collaboration, and strategic problem-solving skills, with a passion for innovation and emerging technologies.
Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law. Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.
LEAD CX DESIGNER employer: Reply, Inc.
At Reply, Inc., we pride ourselves on being an excellent employer by fostering a collaborative work culture that encourages innovation and professional growth. Our commitment to continuous development ensures that as a Solution Architect, you will have access to cutting-edge resources and mentorship, paving the way for your advancement into senior roles. Located in a vibrant tech hub, we offer unique opportunities to work with experienced teams on transformative AI-driven projects that make a real impact.
StudySmarter Expert Advice🤫
We think this is how you could land LEAD CX DESIGNER
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for opportunities. A personal recommendation can go a long way in landing that Lead CX Designer role.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your best work in CX and service design. Make sure it’s easy to navigate and showcases your customer-centred thinking and innovative solutions.
✨Tip Number 3
Prepare for interviews by researching the company and its clients. Understand their challenges and think about how you can contribute to their CX initiatives. This will show you’re not just interested in the job, but also in making a real impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace LEAD CX DESIGNER
Some tips for your application 🫡
Showcase Your Creativity:As a Lead CX Designer, creativity is key! Make sure your application reflects your unique design style and innovative thinking. Use visuals or links to your portfolio to demonstrate your customer-centred approach.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to highlight your experience in CX and service design. Mention specific projects where you’ve made an impact, especially those that align with our work at StudySmarter.
Be Clear and Concise:We love clarity! When writing your application, be straightforward and to the point. Highlight your skills and experiences without fluff, making it easy for us to see why you’re a great fit for the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Reply, Inc.
✨Know Your CX Inside Out
Before the interview, dive deep into customer experience (CX) principles and trends. Familiarise yourself with the latest in service design and how they apply to the role. Be ready to discuss your portfolio and how your past experiences align with the company's needs.
✨Showcase Your Strategic Thinking
Prepare to demonstrate your strategic approach to CX design. Think of specific examples where you've led initiatives that resulted in measurable outcomes. This will show that you can balance creativity with commercial thinking, which is crucial for this role.
✨Build Rapport with Stakeholders
During the interview, focus on your ability to build relationships. Share stories about how you've successfully collaborated with clients and stakeholders in the past. This will highlight your skills as a trusted partner and strategic advisor, which is key for the Lead CX Designer position.
✨Be Ready to Discuss Mentorship
Since mentoring is part of the role, be prepared to talk about your experience in guiding design teams. Share your approach to developing talent and ensuring quality assurance. This will demonstrate your leadership capabilities and commitment to fostering a collaborative environment.
