User Experience Lead

New Yesterday

Overview

Our client is seeking a Lead UX Designer to shape intuitive, inclusive, and impactful digital experiences across its customer-focused services. With customer satisfaction scores consistently above 95%, this is a unique opportunity to join a UX team that makes a real difference in people’s lives. You will play a leading role in embedding user-centred design, accessibility, and behavioural insights across the organisation. Working closely with cross-functional product squads, you will drive innovation through research-led design, mentoring colleagues, and influencing stakeholders at a senior level.

Responsibilities

Lead and Influence UX Strategy
Champion user-centred design and inclusive research, ensuring decisions are grounded in customer insight and behavioural data.
Build strong relationships with senior stakeholders
Influence direction through clear narratives, artefacts, and measurable goals.
Promote accessibility and inclusion
With deep knowledge of WCAG 2.2 and its application across web and mobile.
Represent UX across the organisation
Raising awareness of its value and impact.

Shape End-to-End Experiences

Oversee the design process from discovery to measurement, ensuring the right problems are solved at the right time.
Partner with service designers to map customer journeys across people, processes, and channels.
Guide teams in ideation, prototyping, and testing, including with disabled participants.
Provide design direction during delivery and ensure high-quality implementation.
Define and communicate success measures such as task success, customer effort, accessibility, and contact reduction.
Govern and evolve the design system for scalability, accessibility, and consistency.

Advance Behavioural Design Practice

Establish ethical principles for applying behavioural insights at scale.
Apply psychological models (e.g., cognitive load, habit formation, choice architecture, nudging) to design solutions.
Ensure behavioural interventions build trust and empower customers in complex decisions such as finance, vehicle choice, and EV adoption.
Collaborate with researchers and data specialists to test behavioural hypotheses and measure impact.
Coach designers to responsibly apply behavioural design in their work.

Grow the UX Community

Mentor and coach designers at all levels, fostering excellence and professional growth.
Promote a collaborative culture of critique, learning, and knowledge-sharing.
Contribute to scaling good practice through playbooks, rituals, and reusable patterns.
Line manage senior or mid-weight designers where required.

Requirements

Extensive experience in UX or product design roles, including at Senior or Lead level.
Proven ability to shape product/service direction in complex environments.
Strong communicator, able to influence senior stakeholders and tailor messages for varied audiences.
Deep expertise in accessibility and inclusive design (WCAG 2.2).
Skilled collaborator across product, engineering, research, content, and data functions.
Hands-on design ability, with the capacity to unblock teams when needed.
Proven experience applying behavioural design and psychological principles responsibly at scale.
Portfolio demonstrating end-to-end design process and measurable outcomes across platforms.
Passion for developing, mentoring, and building high-performing design teams.
Competitive salary plus annual discretionary bonus.
28 days annual leave (plus option to buy/sell days).
Private medical insurance, critical illness cover, and life assurance (4x salary).
Employee discounts with major retailers, cycle-to-work scheme, and EV car salary sacrifice scheme.
Discounted gym memberships and health screenings.
Free access to wellbeing and healthcare apps (including digital GP, mental health, and menopause support).
One volunteering day per year.
Hybrid working model: up to 2 days remote per week.

Application Process

Interested candidates are encouraged to apply early, as the closing date may be brought forward if sufficient high-quality applications are received.

Our client is an equal opportunities employer and is committed to building a diverse, inclusive workforce. Applications are welcomed from individuals of all backgrounds.

Seniority level

Internship

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

Referrals increase your chances of interviewing at DiverseJobsMatter by 2x