At a Glance
- Tasks: Lead innovative CX design projects and shape customer experiences for global brands.
- Company: Join Reply, a cutting-edge company transforming communication and digital media.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to innovation and excellence.
- Why this job: Make a real impact in customer experience while working with emerging technologies.
- Qualifications: Proven experience in CX, UX, or service design with strong leadership skills.
The predicted salary is between 58500 - 71500 £ per year.
- Lead CX Designer
- About
Reply: Reply specialises in designing and implementing solutions based on new communication channels and digital media.
Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things.
Reply's services include Consulting, System Integration, and Digital Services.
This is a hybrid-based role located in London.
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.
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.
- Equal Opportunities
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.
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Lead CX Designer in City of Westminster employer: Reply Ltd
As a Creative Designer at our company, you will thrive in a dynamic and collaborative environment that champions innovation and creativity. We offer competitive benefits, a strong focus on employee development, and the opportunity to work with leading FTSE 250 clients, all while contributing to meaningful digital transformation projects. Our inclusive work culture encourages mentorship and the sharing of best practices, making it an ideal place for professionals looking to grow their careers in a supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Lead CX Designer in City of Westminster
✨Show Off Your Portfolio
In the world of UX/UI design, your portfolio speaks volumes! Make sure it's packed with your best work and showcases your process, not just the final product. We want to see how you tackle design challenges, so consider adding case studies that reflect your thought process and user-centric approach.
✨Get Involved in Design Communities
Jump into local or online design meetups and workshops! Places like UXPA or local design events can be goldmines for networking and learning. Plus, mingling with fellow designers can introduce you to potential job openings that might not be listed elsewhere.
✨Tailor Your Applications
When you find a role that excites you, like the one at Reply Ltd for a Lead CX Designer, make your application count! Highlight specific projects and skills that directly relate to the job description. Hiring managers are looking for candidates who fit into their specific team, so show them you’re the one!
✨Leverage Social Media
Don't underestimate the power of social media in finding a UX/UI design job! Follow design leaders on platforms like Twitter or Instagram, share your work, and engage in conversations. It’s a great way to get noticed by recruiters and even catch wind of openings at companies like Reply Ltd before they go live!
We think you need these skills to ace Lead CX Designer in City of Westminster
Some tips for your application 🫡
Showcase Your Design Process:When you're applying for a UX/UI Design role like Lead CX Designer at Reply Ltd, make sure to include examples that clearly highlight your design process. We want to see not just the final product but also the journey that led you there—wireframes, user personas, and iterations demonstrate your thought process and user-centric approach!
Tailor Your Portfolio:A tailor-made portfolio is crucial for a full-time design role! Curate your best projects that align with the kind of work Reply Ltd does. We suggest including 3-5 case studies that showcase a variety of skills such as wireframing, prototyping, and user testing to really make your application pop.
Craft a Compelling Cover Letter:Your cover letter should not just be a summary of your CV. Use it to express why you’re excited about UX/UI Design and what draws you specifically to Reply Ltd. Mention any relevant experience, tools you’re proficient in (like Sketch or Figma), and how you can contribute to their projects.
Highlight Collaboration Skills:In the world of UX/UI Design, teamwork is crucial. Make sure to highlight any past experiences where you worked in cross-functional teams. Illustrate how you communicated design decisions and listened to feedback, as this will resonate well with the culture at Reply Ltd.
How to prepare for a job interview at Reply Ltd
✨Show Off Your Portfolio
When you're gunning for a full-time UX/UI design role, your portfolio is your best friend! Make sure you've got a solid selection of your work, showcasing not just the final designs, but the process behind them—think wireframes, user flows, and any user research you've conducted. During the interview with Reply Ltd, be prepared to discuss your design decisions and how they solve specific user problems.
✨Prepare for Design Challenges
Expect to face some practical design tasks during your interview. Reply Ltd might ask you to tackle a quick design challenge or critique an existing interface. Brush up on your problem-solving skills and try to articulate your thought process as you work through these scenarios. Showing how you approach a design problem is just as important as the final output!
✨Know the Tools of the Trade
Familiarise yourself with the tools commonly used in the industry—figma, Adobe XD, or Sketch should be second nature to you. Be ready to discuss your preferred tools during the interview and how they've shaped your design process at previous positions. This knowledge could give you an edge at Reply Ltd!
✨Show Passion for User Experience
In a full-time UX/UI design role, having a genuine passion for improving user interactions can set you apart. Be prepared to share instances when you went above and beyond to ensure a great user experience in your previous projects. This will demonstrate that you’re not just a designer, but a user advocate, which is exactly what Reply Ltd is looking for.
