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3333 - Associate Director, CX Designer - Manchester
Associate Director, CX Designer
Working collaboratively with designers, developers and other digital professionals within a product team, you’ll shape and deliver world-class customer experiences across products and services — meeting the needs of real people while creating commercially successful outcomes for our clients.
At Principal level, your focus shifts from leading delivery to raising the quality bar. You’ll partner with senior client stakeholders to establish a shared CX vision, define the right programme of work, and ensure the work is delivered to exceptional standards of craft, accessibility, and measurable impact.
You’ll still roll your sleeves up, but you’ll also act as a force multiplier: setting direction, improving practice, strengthening collaboration, and ensuring teams consistently make better decisions through evidence, insight, and high-quality design thinking.
- Quality leadership – set and uphold high standards for CX thinking, service design, interaction design and accessibility across teams and projects.
- Vision & strategy – build strong senior client relationships by establishing a shared vision for customer experience, and ensuring work progresses against it.
- Process design – design the right programme of work for each challenge, ensuring it can be delivered within a reasonable budget, timeframe and team shape.
- Service & journey ownership – ensure the experience works end-to-end across touchpoints (digital and non-digital), aligning customer needs, operational realities, and business objectives.
- Evidence-led decision making – ensure teams use research, analytics, experimentation and service signals to make confident recommendations and prioritise effectively.
- Communication & storytelling – explain clearly how the programme of work addresses strategic challenges; present recommendations persuasively to senior stakeholders.
- Collaboration – create an environment where collaboration is expected; strengthen ways of working between design, engineering, product and client stakeholders.
- Design systems & scale – demonstrate how design systems enable teams to spend more time innovating; improve patterns, guidance and governance as needed.
- Prototyping for decisions – frame prototypes as decision tools; help clients and teams choose the right fidelity and artefacts to reduce risk and increase learning.
- Mentoring & capability building – coach and develop designers (including Leads) through critique, feedback and shared practice; improve creative capability across teams.
- Client-centric & commercial – maintain trusted client relationships and contribute to new business development, pitches and scoping by shaping credible programmes and outcomes.
