Head of UX and Service Design

Job Description

Head of UX

About the opportunity

We are working with a well-established Consultancy that works with mix of major private and public sector clients. The business has a strong reputation and works across a broad range of sectors.

This is a senior leadership hire within the design and experience function. The team designs human-centred solutions that connect customer needs with business outcomes bringing together customer experience user research and UX/UI design supported by data and technology.

The role

The Head of UX is a senior leadership role responsible for leading and evolving a high-performing UX user research and service design capability while shaping experience-led work across digital and service ecosystems.

You will make sure the practice delivers high-quality evidence-based work across user experience end-to-end journey design and service innovation driving client value and supporting the firms growth ambitions.

The role is client-facing and selectively billable contributing to revenue mainly through presales paid discovery mobilisation and senior advisory work. It is central to improving win quality reducing delivery risk and positioning the business as a trusted partner rather than a delivery supplier. You will operate across strategy sales and delivery bridging disciplines so opportunities are both compelling and operationally viable.

What youll be doing

Leadership and practice development

Lead and evolve a high-performing UX user research and service design practice setting standards for quality methodology and ways of working. Define and embed end-to-end service design principles including journey orchestration service blueprinting and alignment across front and back-stage experiences. Coach develop and manage senior practitioners and oversee recruitment capability development and future skills planning so the practice scales sustainably and stays aligned with business strategy.

Client engagement and delivery excellence

Act as a senior client advisor and escalation point for UX and digital experience work. Lead or support complex delivery provide quality assurance and facilitate senior workshops and presentations. Ensure insight-led outcome-focused delivery across discovery research service design and UX/UI design including journey definition and service blueprinting.

Presales growth and transformation conversion

Play a key role in presales and early-stage shaping of opportunities defining value propositions delivery models scope estimates and risks. Define experience-led transformation approaches that bring in service design operating model thinking and end-to-end journey orchestration not just digital UX delivery. Work alongside sales and transformation leaders to qualify opportunities shape proposals validate written tender submissions with the bids team support mobilisation and protect margins through delivery success.

Cross-functional collaboration

Work with colleagues in technology data and strategy to design integrated services spanning systems processes and user experiences keeping customer journeys and operational delivery aligned. Support large transformation programmes through advisory input discovery mobilisation planning and light-touch assurance after launch.

Thought leadership and proposition development

Contribute to internal and external thought leadership develop points of view and repeatable frameworks and help shape propositions that strengthen market differentiation and client impact.

Contribution to transformation strategy and opportunity shaping

Act as a key contributor to large complex transformation opportunities through a user-centred and service-led lens making sure experiences are operationally viable as well as desirable for users. Reframe and elevate client asks into clear outcome-led transformation programmes and qualify opportunities so they are winnable deliverable and margin-protective before pursuit.

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 demonstrable 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 points of view speaking or publishing.
• Knowledge of accessibility inclusive design and ethical research practices.
• Familiarity with emerging trends including AI-assisted design and research.

Whats on offer

This is a senior leadership role with genuine scope to shape a practice and influence how the business wins and delivers its work. You will join a collaborative ambitious team that takes its work seriously and invests in its people.

• Clear merit-based career progression with regular promotion opportunities and no fixed ceiling on how far you can go.
• Dedicated time set aside for innovation and training plus a personal development plan built around your goals.
• A mix of internal and externally run training including bespoke and accredited consulting courses.
• Hybrid working currently up to three days a week in the office to support collaboration and client work.
• A comprehensive benefits package including pension and health and wellbeing schemes plus flexible benefits you can tailor to your needs.

If this sounds like you then APPLY NOW so you dont miss out!

Required Experience:

Director

Employment Type : Full-Time
Experience: years
Vacancy: 1