Director of Experience - Design

About The Role

We are looking for an experienced Director of Digital Experience to join our Product Team in Chiswick, West London. The Director of Experience Design leads the creative vision, strategy, and delivery of multiple design efforts, while maximizing growth for individuals on project teams. You will be responsible for defining the conceptual direction for projects and collaborate across disciplines to ensure the delivery of compelling and usable digital experiences. You will be a visible leader in the creation of an inspirational culture, one that is built around the celebration of creativity, user-centricity, and diversity. This is an excellent opportunity for someone with extensive digital design experience, with proven experience of design and implementation.

Key responsibilities

• Owning the overall customer experience and customer journey
• Creating the strategy for achieving a single pane of glass / common look and feel for all our digital application, as well as defining the revamped user experience we wish to provide to our customer base
• Overseeing and driving the creation as well as the implementation of the design system for the Workforce Resilience digital environment.
• Applying leading technologies Build reusable components adaptable to other user experiences.
• Driving the enhancement of user experience (UX) and customer experience (CX) by collaborating closely with design teams to create intuitive, user-centered designs and interfaces. This includes conducting user research, gathering feedback, and implementing design improvements to ensure that all digital touchpoints are seamless, engaging, and aligned with customer expectations.
• Coordinating the execution of the above by the Design, Digital and Engineering teams.
• Owning the overall customer experience and customer journey
• Creating the strategy for achieving a single pane of glass / common look and feel for all our digital application, as well as defining the revamped user experience we wish to provide to our customer base
• Applying leading technologies Build reusable components adaptable to other user experiences.
• Driving the enhancement of user experience (UX) and customer experience (CX) by collaborating closely with design teams to create intuitive, user-centered designs and interfaces. This includes conducting user research, gathering feedback, and implementing design improvements to ensure that all digital touchpoints are seamless, engaging, and aligned with customer expectations.
• Coordinating the execution of the above by the Design, Digital and Engineering teams.
• Metrics of success: double digit growth of WFR, WFR digital environment utilisation, App ratings, manager and subscriber NPS, digital incident support tickets
  
  
  

About You

• Demonstrable experience in Experience design, digital platform management and design system implementation
• Understands Agile/Scrum methodologies and supports iterative design and continuous improvement.
• Has a customer-centric mindset and focuses on human-centered design.
• Thinks critically and solves problems with a structured and commercially driven approach.
• Encourages team growth and development, growth mindset
• Gathers customer insights through research, data, and continuous feedback loops.
• Demonstrates strong networking abilities and confidence with senior decision-makers.
• Exhibits high-level project management skills and techniques.
• Is an innovative problem solver with attention to detail and accuracy.
• Shows cultural sensitivity and awareness.
  
  
  

Benefits

• Competitive salary and incentive scheme
• Warm, supportive, and open company culture
• An opportunity to thrive in a global environment
• Hybrid working
• Birthday holiday and option to purchase additional annual leave
• Comprehensive Benefits Package: Private Pension, Private Medical Insurance, Life Assurance and more
  
  
  

- HYBRID

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