CX Lead

London, England, United Kingdom

7/18/2025

AnalogFolk is a global digitally native creative agency, independently owned since 2008. We have talented Folk across offices in London, Amsterdam, New York, Hong Kong, Shanghai, Singapore and Sydney.

We deliver progressive solutions that change people's lives and fuel brand growth.

We’re proud to partner with some of the world’s most respected and influential brands, including Nike, Diageo, L’Oreal, Meta, Tommy Hilfiger and Amazon.

Here are just a few of the notable accolades our globally-recognised work has received: The Drum’s Most Awarded Agency in EMEA; Campaign’s UK and Global Digital Innovation Agency of the Year; Contagious Pioneers Best and Bravest Agencies on the Planet; and a Fast Company award for a World Changing Idea.

CX Lead / CX Strategy Lead

We’re looking for a CX Lead who can drive customer experience strategy and delivery across client projects; leading teams and engaging directly with senior stakeholders. You’ll be hands-on with a strong strategic mindset to turn insights into actions and impactful experiences, and bring clarity to complexity.

We’re looking for M-shaped people, those with deep expertise in CX strategy, research, and Experience Design, but also the ability to collaborate across disciplines, adapt to different challenges, and connect the dots across customer, business, brand, and technology.

You’ll work across a range of sectors including financial services, automotive, tech, and consumer brands. You’ll take ownership of CX workstreams and play a key role in helping our clients build meaningful, measurable, customer-centric change within their organisation.

You Will:

• Lead CX projects from discovery through to delivery , spanning research, strategy, design, and implementation. This includes a deep understanding of how to leverage multiple frameworks (e.g., Jobs to Be Done, Service Blueprinting, Experience Mapping, Design Thinking) to effectively solve the problem at hand.
• Shape CX strategies that align with customer needs and business goals, translating them into actionable, measurable roadmaps, experience propositions, and guiding principles.
• Conduct, analysis, and synthesise research (qualitative and quantitative) to uncover insights and opportunities, bringing those insights to life in a clear, compelling, and digestible way through storytelling, mapping, etc that inspires action.
• Lead and create robust CX and XD artefacts , such as behavioural profiles, maps (e.g., customer journeys, experience maps, service blueprints, ecosystem), CX roadmaps, experience principles, through to wireframes.
• Develop and facilitate collaborative working sessions with clients and teams to drive strategic alignment, co-create meaningful solutions, and most importantly unlock value.
• Build trusted relationships with senior clients , acting as the day-to-day strategic lead on projects and bringing confidence, clarity, and insight.
  
  
  

Core Skills & Experience:

We’re looking for someone with a strategic and curious mindset comfortable operating across ambiguity and complexity, and equally confident leveraging multiple frameworks, crafting journeys as they are presenting to senior stakeholders. You should have:

• A background in CX and XD , with an ability to bridge insight, vision, and delivery.
• Understanding of ecosystems thinking , designing interconnected services and experiences that reflect real-world complexity.
• Experience through the full design lifecycle , including discovery, research, ideation, design, testing, and delivery.
• Conducting and synthesising research , including customer interviews, surveys, usability testing, and behavioural analysis.
• Proven ability to craft high-quality artefactswith essential tools , such as Figma, Miro, Sketch, Keynote, Testing platforms, etc.
• Using data and behavioural insights to inform decision-making and measure CX performance.
  
  
  

Bonus:

• Experience working in the B2B space and Financial Service sector
• Behavioural design experience
  
  
  

Our Values

AnalogFolk is part of the AnalogFolk Group (AFG) an independent marketing and technology group. Our mission is to use digital to make the analog world better. We strive to create experiences that are remarkable and fundamentally valuable. These are our values that we ask of all our Folk…

Our Values:

Stay Restless - Always strive for better to push the boundaries of what’s possible.

Expect Remarkable - Go beyond the expected to create something worthy of remark. Accept nothing less.

Make Change - In everything you do, find a way to make a positive impact.

Do Good - Don’t talk about ideas that create progress. Make them. If something isn’t working, be the agent of change.

Be You - Bring all of yourself and make this place your own. In return, welcome all others.

And a final few things….

At AnalogFolk, we believe in equal opportunities for everyone. We’re committed to building a workplace that’s authentically diverse, representative, inclusive and respectful. That’s why we welcome all applications regardless of race, religion or belief, sex, gender identity, sexual orientation, age, political affiliation, family, or parental status.

Don’t meet every single requirement for the job role? No big deal. If what we’re doing here at AnalogFolk excites you and you’re passionate about learning, we want to hear from you. You may still be the right fit for the role, or another one.

If you love the sound of the role but need flexibility to meet other commitments, just let us know – we try to make this happen whenever we can.