CX Design Lead

The role

We are looking for a customer experience design lead, to play an important part in growing our overall customer function and support existing projects with some high profile clients.

As a CX Design Lead, you'll play a pivotal role in understanding existing and desired customer research and insights, and be adept at translating those into strategies that enhance customer experiences , rooted in compelling brand propositions.

You’ll be passionate about solving problems and be experienced in working with and facilitating cross functional teams to co create customer journey maps and multichannel experiences.

You’ll have a deep knowledge of customer needs , and a point of view on best practice, as well as the desire to play a lead role in growing our overall customer practice through thought leadership, and acting as an internal ambassador to drive an understanding of great CX.

You’ll be adept at translating complex ideas and rich insight into accessible design outputs, through design platforms like Figma, to bring the desired customer experience state to life. Ideally you will have a wealth of examples to illustrate your thinking and experience.

Key Responsibilities

• Leading of customer experience and service design projects
• Visualisation of customer experience concepts
• Translation of customer insight into customer needs
• Building strategic customer frameworks and blueprints
• Being familiar with design thinking methodologies (such as the double diamond)
• Confident scoping and defining proposals
• Leading UX projects and proposal development
• Hands on experience of experience design tools like Figma / Miro
• Significant experience in solving customer problems and facilitation of cross functional client teams

Skills and Experience Required

• Experience leading high profile customer experience strategy projects with senior client stakeholders
• Able to apply a customer journey mindset across a range of sectors and audiences
• Demonstrated creativity, problem-solving skills, and an innovative mindset
• Automotive industry experience a bonus
• Familiarity with both quantitative (surveys, web analytics, A/B testing, etc.) and qualitative research methods (interviews, observation, ethnography, etc.).
• Knowledge of customer experience disciplines and designing for omnichannel experiences.
• Practical knowledge of industry-standard design and prototyping tools like AdobeCC, Figma, Sketch, InVision, or Framer.
• Understanding of agile methodologies and design sprints

Personal attributes

• Collaborative team player
• Customer obsessed
• Great communicator
• Curious about people, technology, brands, design and business
• Self-starting, proactive and results-oriented
• Adaptable and calm under pressure
• Strong attention to detail

Who are we?

T&P is the world’s only truly full-service independent agency network, combining the energy and agility of a partner-owned business with the scale and strength of our alliance with WPP and WPP Media.

We believe in The Power of &, bringing diverse talent together to transform the way great brands are built. Our teams blend creative, media, experience and technology specialists from across our marketing practices. The performance mindset of these teams optimises to business outcomes in every channel, fueled by the latest innovations in AI.

Ultimately of course, we are our people. They’re the most important part of our business, so we want to make a lasting impression on them in the same way they do on us, by striving to become the most important place in their careers.

That’s why we do our best to build strong communities around them; provide the best possible opportunities for them to develop & grow; and empower them to make a difference to their clients and the world at large. Our strengths often lie in our differences, so we challenge and champion each other and our clients, to be the very best we can be.

T&P is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.