At a Glance
- Tasks: Lead the charge in creating seamless customer experiences across digital products.
- Company: Join a forward-thinking organisation that values innovation and customer insight.
- Benefits: Competitive salary, opportunity for impact, and collaboration with talented teams.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Shape customer experience strategy and make a real difference in user satisfaction.
- Qualifications: Experience in UX/CX methodologies and strong analytical skills required.
The predicted salary is between 55000 - 65000 £ per year.
I am partnering with an innovative and growing organisation seeking a Customer Experience Lead to take ownership of the end-to-end customer and user experience across a portfolio of digital products and platforms. This is an exciting opportunity for an experienced UX/CX professional who is passionate about creating seamless customer journeys, improving product adoption, and embedding customer-centric thinking throughout an organisation.
The Role
As the Customer Experience Lead, you will define and drive a consistent customer experience strategy across multiple products, platforms, and channels. You will identify customer pain points, optimise user journeys, and work closely with Product, Development, Commercial, and Operations teams to ensure customer experience principles are at the heart of product development and business decision-making. You'll play a key role in improving adoption, engagement, satisfaction, and overall customer outcomes by translating customer insights and data into meaningful improvements.
Key Responsibilities:
- Define and implement a clear UX/CX strategy across digital products and platforms.
- Map, analyse, and continuously improve end-to-end customer and user journeys.
- Identify and prioritise customer friction points and develop solutions to address them.
- Establish and maintain UX standards, best practices, and design consistency across products.
- Partner with Product teams to embed UX into discovery, design, and delivery processes.
- Lead customer research, usability testing, and insight-gathering activities.
- Use qualitative and quantitative data to drive experience improvements and prioritisation.
- Ensure a consistent customer experience across multiple platforms and touchpoints.
- Define, monitor, and report on key UX/CX performance metrics.
- Serve as the central point of coordination for customer experience initiatives across teams.
- Champion a customer-first culture throughout the organisation.
What We're Looking For
Experience & Knowledge:
- Strong understanding of UX and CX methodologies, including journey mapping, service design, and user research.
- Knowledge of digital product design, usability, and accessibility principles.
- Experience improving customer experiences across multiple products and user groups.
- Understanding of customer needs and behaviours within complex digital environments.
- Expertise in gathering, analysing, and applying customer insights.
- Experience working within Agile product development environments.
Skills:
- Ability to map and optimise complex customer journeys.
- Strong analytical skills with the ability to identify root causes of customer friction.
- Proven experience establishing and driving UX standards and best practices.
- Ability to use research, data, and testing to influence decision-making.
- Excellent stakeholder management and influencing skills.
- Strong communication and presentation skills, including reporting to senior leadership.
- Ability to balance customer needs with commercial objectives and delivery constraints.
Personal Attributes:
- Customer-focused and passionate about delivering exceptional experiences.
- Collaborative and able to build relationships across diverse teams.
- Outcome-driven with a focus on measurable improvements.
- Detail-oriented and committed to quality.
- Insight-led, using evidence and data to inform decisions.
- Proactive and continuously seeking opportunities for improvement.
- Pragmatic and commercially aware.
Why Apply?
This role offers the opportunity to shape the customer experience strategy within a forward-thinking organisation where customer insight, innovation, and product excellence are highly valued. You'll have the chance to make a tangible impact on customer satisfaction, engagement, and business performance while working alongside talented cross-functional teams.
Interested?
For a confidential discussion or to apply, please get in touch with me directly. I'd be delighted to tell you more about my client and the opportunity! Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies. We are an equal opportunities agency and welcome applicants from all backgrounds. We are acting on behalf of the client as an Employment Agency in relation to this vacancy.
Customer Experience Lead employer: The Business Connection Group
This city-centre legal firm is an exceptional employer, offering a vibrant work culture that prioritises teamwork and continuous improvement. Employees benefit from strong leadership opportunities, professional growth, and the chance to make a significant impact on the firm's success while working in a dynamic environment that values compliance and operational excellence.
Contact Details:
The Business Connection Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead
✨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 The Business Connection Group for a Customer Experience Lead, 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 The Business Connection Group before they go live!
We think you need these skills to ace Customer Experience Lead
Some tips for your application 🫡
Showcase Your Design Process:When you're applying for a UX/UI Design role like Customer Experience Lead at The Business Connection Group, 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 The Business Connection Group 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 The Business Connection Group. 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 The Business Connection Group.
How to prepare for a job interview at The Business Connection Group
✨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 The Business Connection Group, 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. The Business Connection Group 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 The Business Connection Group!
✨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 The Business Connection Group is looking for.
