At a Glance
- Tasks: Lead CX design initiatives and shape impactful digital experiences for global brands.
- Company: Join Canvas Reply, a dynamic part of the Reply Group, working with top brands.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Stay ahead of trends in digital innovation and collaborate with diverse teams.
- Why this job: Make a real impact in customer experience while mentoring a creative team.
- Qualifications: Experience in CX, UX, or service design with a strong portfolio.
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.
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.
LEAD CX DESIGNER in London employer: Reply, Inc.
Canvas Reply is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those looking to make a significant impact in the field of customer experience design. Located in London, this hybrid role offers employees the chance to collaborate with leading global brands while benefiting from professional growth opportunities, mentorship, and a commitment to staying at the forefront of digital innovation. With a focus on creativity and strategic thinking, Canvas Reply empowers its team members to drive meaningful change and deliver outstanding results in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land LEAD CX DESIGNER in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues or mentors on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your best work in CX design. Make it visually appealing and easy to navigate. When you apply through our website, include a link to your portfolio so we can see your creativity in action!
✨Tip Number 3
Prepare for interviews by researching the company and its clients. Understand their challenges and think about how your skills can help solve them. We love seeing candidates who are genuinely interested in what we do and can bring fresh ideas to the table.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in making a lasting impression. It shows your enthusiasm for the role and keeps you on top of the mind of the hiring team. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Lead CX Designer position!
We think you need these skills to ace LEAD CX DESIGNER in London
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.
Highlight Collaboration Skills:We love teamwork! In your application, emphasise your ability to work with multidisciplinary teams and senior stakeholders. Share examples of how you've built strong relationships and driven successful outcomes in past roles.
Apply Through Our Website:Ready to take the plunge? We encourage you to apply through our website for a smoother process. It’s the best way for us to see your application and get you on board with our exciting projects!
How to prepare for a job interview at Reply, Inc.
✨Know Your CX Inside Out
Make sure you’re well-versed in customer experience principles and practices. Brush up on your knowledge of service design, UX research, and how they apply to real-world scenarios. Be ready to discuss your portfolio and how your past experiences align with the role.
✨Showcase Your Strategic Thinking
Prepare to demonstrate your ability to think strategically about customer journeys. Think of examples where you've led CX initiatives or improved service design. Highlight how your decisions have driven measurable outcomes for clients.
✨Build Rapport with Stakeholders
Since this role involves working closely with key client stakeholders, practice how you would build relationships. Think of ways to convey trust and partnership during the interview. Share stories that illustrate your ability to act as a strategic advisor.
✨Stay Ahead of Trends
Familiarise yourself with the latest trends in CX, service design, and digital innovation. Be prepared to discuss how these trends can impact the role and the company. Showing that you’re proactive about learning will impress your interviewers.
