At a Glance
- Tasks: Lead CX design initiatives and shape impactful customer experiences for global brands.
- Company: Join Canvas Reply, a dynamic part of the Reply Group, working with top brands.
- 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 mentoring a creative design team.
- Qualifications: Significant experience in CX, UX, or service design with strong leadership skills.
The predicted salary is between 60000 - 80000 € per year.
About Canvas Reply: 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
Canvas Reply is an exceptional employer that fosters a dynamic and inclusive work culture, where creativity and innovation thrive. Located in the vibrant city of London, we offer our employees the opportunity to work with leading global brands while enjoying a hybrid work model that promotes flexibility. With a strong focus on professional development, mentorship, and collaboration, we empower our team members to grow their skills and make a meaningful impact in the field of customer experience design.
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, attend events, and engage with professionals on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land 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 thought process. We want to see how you tackle challenges and deliver customer-centred outcomes!
✨Tip Number 3
Prepare for interviews by researching the company and its clients. Understand their needs and think about how you can contribute to their CX initiatives. We’re all about being strategic, so come armed with ideas that show you’re ready to make an 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 take the initiative to connect directly with us. Let’s get you on board!
We think you need these skills to ace Lead CX Designer
Some tips for your application 🫡
Showcase Your Experience:Make sure to highlight your significant experience in CX, UX, or service design. We want to see a strong portfolio that demonstrates your customer-centred thinking and end-to-end service design skills.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific responsibilities and requirements mentioned in the job description. This shows us you’re genuinely interested in the role.
Be Clear and Concise:When writing your application, keep it clear and concise. We appreciate well-structured content that gets straight to the point, especially when it comes to your achievements and how they relate to the role.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people!
How to prepare for a job interview at Reply
✨Know Your CX Inside Out
Before the interview, dive deep into customer experience principles and trends. Familiarise yourself with Canvas Reply's approach to CX and think about how your experience aligns with their needs. Be ready to discuss specific projects where you've led CX initiatives and the impact they had.
✨Showcase Your Portfolio
Bring along a strong portfolio that highlights your best work in CX and service design. Make sure it demonstrates your customer-centred thinking and end-to-end service design capabilities. Be prepared to walk through your projects, explaining your thought process and the outcomes achieved.
✨Prepare for Strategic Conversations
Since this role involves working closely with senior stakeholders, practice discussing complex business challenges and how you’ve addressed them in the past. Think of examples where you’ve acted as a trusted advisor and how you’ve contributed to business development activities like proposals and pitches.
✨Emphasise Team Leadership Skills
As a Lead CX Designer, mentoring and managing a design team is key. Prepare to talk about your leadership style and how you've supported team development in previous roles. Share specific examples of how you've fostered collaboration and innovation within multidisciplinary teams.
