Experience Design Lead in London

Here’s a taste of what you’ll be doing: You’ll help teams move from ambiguity to clarity—discovering insights and framing them into compelling narratives and concepts. Your responsibilities will include:

• Prototype like a founder—build things that make ideas real, fast.
• Use creative tools, AI, and anything else at your disposal to move quickly and learn faster.
• Think in journeys, not just screens—take a service‑design lens to craft seamless, end‑to‑end experiences that tie together digital, physical, and human touchpoints.
• Shape the future, not just features—help define the vision and strategy of early‑stage ventures, co‑creating new propositions with product, engineering, commercial, and subject‑matter experts.
• Wear many hats—a day you’re running user research, the next you’re mapping a customer journey, the next you’re helping shape the team’s pitch deck.
• Champion the user—ensure our ideas are grounded in real user needs, but also stretch those needs into bold, surprising directions.
• Contribute in a cross‑functional CX team to create storyboards, service blueprints, experience maps and research to identify pain points and opportunities for large industrial & commercial customers.
• Partner with product, design & engineering capabilities to shape the end‑to‑end experience across a digital channel.
• Lead customer engagement for user and service experience, being the customer champion.

Are we the perfect match? You have 5+ years of experience in roles that blend user research, design, strategy, and storytelling. You may have worked in an agency, start‑up or fast‑paced in‑house environment where presenting work, pitching concepts, and engaging clients or senior stakeholders is the norm. We’d love to see a mix of the following:

• A background in experience design, service design, product design—or anything else that gives you the tools to prototype new ventures from scratch.
• Experience applying research to drive early proposition, product or service design decisions.
• A portfolio of projects where you’ve built early‑stage products or services (and tested them in the wild).
• Strong visual and verbal storytelling skills—able to bring insights and ideas to life.
• Entrepreneurial mindset—you’re flexible, collaborative, and solution‑focused.

It would be great if you had:

• Experience in behavioural design.
• Sector experience in energy, healthcare, finance, or other regulated industries.
• Experience working within an innovation lab, venture studio, or start‑up environment.
• Curiosity about energy, climate, and the systems we’ll need to reinvent.

Here’s what else you need to know:

• Role may close earlier due to high applications.
• Location – London – E.ON Next, 47‑53 Charterhouse Street, Farringdon, London, EC1M 6PB with travel to our other sites when required.
• 26 days holiday plus bank holidays each year – this includes a guaranteed day off for your birthday if you want it.
• Excellent parental leave allowance.
• A generous pension scheme (you contribute 5%, we contribute 6%, increasing to 10% after 2 years).
• The chance to choose from our award‑winning Flexible Benefits package which includes the option to buy up to 10 days holiday a year.
• We’ve exciting opportunities for everyone to develop their skills, qualifications, and capabilities throughout your career.
• For all successful candidates—due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider.

We're committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone. We realise the best people bring their energy at different times, so we’re happy to talk flexible working. We offer a range of flexible working options, including full time, part time, job share, remote working and variable start and finishing times.