Head of UX and Service Design

Head of UX, Service Design and Digital Experience Strategy (Associate Director)

The Head of UX and Service Design is a senior leadership role responsible for building and evolving a high-performing UX, User Research and Service Design capability, shaping experience-led transformation across digital and service ecosystems. The role leads client engagements, contributes to presales and growth, collaborates cross‑functionally, and drives thought leadership and strategic transformation.

Responsibilities

• Lead and evolve a high‑performing UX, User Research and Service Design practice, setting standards, defining end‑to‑end service design principles, coaching senior practitioners, and managing capability development and future skills planning.
• Act as a senior client advisor and escalation point for UX and digital experience work, ensuring insight‑led, outcome‑focused delivery across discovery, research, strategy and design.
• Play a key role in presales and early‑stage shaping of opportunities, defining value propositions, delivery models, scope, estimates, and risks, and protecting margins through delivery success.
• Collaborate with Technology, Data and Strategy colleagues to design integrated services spanning systems, processes and user experiences, ensuring alignment between customer journeys and operational delivery.
• Contribute to internal and external thought leadership, develop repeatable frameworks, and help shape propositions that strengthen market differentiation and client impact.
• Act as a key contributor to large complex transformation opportunities, reframing client asks into clear, outcome‑led programmes and qualifying opportunities to ensure they are winnable, deliverable and margin‑protective.

Minimum skills and experience

• Senior leadership experience in UX, User Research, Service Design or Digital Experience within a consultancy or complex organisation.
• Experience leading or delivering service design and end‑to‑end journey design, including service blueprinting or cross‑channel experience definition.
• Proven experience leading multidisciplinary teams and managing senior practitioners.
• Strong hands‑on background and advocacy in user‑centred design, accessibility and research methodologies.
• Experience overseeing complex client delivery with accountability for quality and outcomes.
• Demonstrable commercial experience, including scoping, estimation, utilisation, risk management and margin awareness.
• Experience supporting or leading presales, written public‑sector bids and senior client pitches.
• Strong stakeholder management skills with senior client leaders.
• Experience working across strategy, delivery and sales functions.
• Excellent communication, facilitation and decision‑making skills.

Preferred skills and experience

• Exposure to regulated, enterprise or public‑sector environments.
• Background working in multidisciplinary environments.
• Experience shaping service‑design propositions or operating‑model transformation.
• Experience integrating qualitative insight with data, analytics or technology platforms.
• Thought leadership experience (frameworks, POVs, speaking, publishing).
• Knowledge of accessibility, inclusive design and ethical research practices.
• Familiarity with emerging trends including AI‑assisted design and research.

Benefits

We have a range of benefits on offer to support you. This includes pension plans, health and wellness policies, and a selection of flexible benefits to meet personal needs.

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