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Senior User Experience Specialist
The Opportunity
We are looking for an exceptional senior-level User Experience Specialist to join our Experience team who will play a pivotal role in shaping and elevating our digital customer experiences as part of the customer journey.
You will own and lead initiatives to identify, explore and validate opportunities for innovation and enhancement within our digital products and services. Balancing leadership with hands-on execution with cross-functional teams, you'll drive projects from discovery through to development hand-off, ensuring that solutions are both user-centric and aligned with business goals across the group on wide-ranging projects spanning multiple brands and business areas.
As a holistic and empathetic thinker, you'll be passionate about understanding our users (whether clients, colleagues, or partners) and their needs across the end-to-end brand experience. You'll use insights to help shape the vision.
Key Responsibilities
- Function both as an individual contributor and project leader, guiding multidisciplinary team to deliver solutions.
- Manage and execute UX work from project goals to execution, validation and final hand off to development.
- Work with product owners and other stakeholders to define project requirements and roadmaps.
- Understand and balance business, user and technical requirements.
- Plan, facilitate, and lead user-centred design workshops and ideation sessions.
- Deliver experiences that are optimised for a wide range of devices and interfaces, including phones, tablets, and desktops.
- Work closely with the brand team to ensure consistent brand experiences.
- Advocate of UX best practice in cross-functional teams including design, product, content, development, SEO and marketing.
- Facilitate UX and design thinking within your teams.
- Own and develop unified design systems in order to ensure consistency across design solutions.
- Develop and mentor other team members and contribute to the advancement of the UX practice within the business.
- Advocate and understand accessibility principles.
Required skills and experience
- 6 - 10+ years of UX experience, with a strong foundation in user-centred design principles.
- Confident in communicating professionally with people across the business using a range of techniques to adapt to language and cultural barriers to gain stakeholder buy-in.
- Influencing and advocating for the user/customer to non-design audiences
- Experience with varied design and research processes and frameworks, including qualitative and quantitative research, product prototyping and testing, industry design patterns, future visioning and strategic design
- Interpreting insights gained from existing and new research, then applying these to a project.
- Prior experience running and/or facilitating Customer Journey and Impact Mapping workshops
- Fluent in using creative and prototyping tools, such as Figma
- Self-motivated and proactive with a good sense of ownership, able to work well under pressure, prioritise tasks and adapt to last-minute requests from multiple stakeholders
- Ability to work in collaborative, agile teams - you will thrive in the kind of environment where you can share and reciprocate knowledge and establish best practices within the wider business, pushing for the adoption of new and innovative methodologies
- Have an outstanding understanding of the User Centred Design process, ensuring usability & accessibility best practices are adhered to throughout the UX design processes
- Experience in customer experience optimisation, working with analytics data, optimisation tools and behaviour analysis software to gain insight into current experience, and generate test hypotheses. Validate this hypothesis by running A/B and multivariate testing in order to find the best user experience.
- Up-to-date with the latest device/platform/browser limitations and capabilities, as well as accessibility criteria and design best practice, and how to accommodate in all proposed solutions
- Your portfolio will include a diverse range of projects demonstrating robust design methodologies, Design Thinking and lean experimentation, Future visioning, Innovation and Design strategy
Desirable Attributes
- Agency experience advantageous
- Desire to innovate, develop skills and be curious about new digital trends, technology and the opportunities they may present
- Experience working with both B2B and B2C
- Imaginative and enthusiastic creative thinker and problem solver, who exhibits a natural instinct for useful and usable design
- Strong visual design skills - creating engaging user experiences across multiple devices and platforms
- An understanding of front-end development practices and the importance of good design handoff
