The Lead CX & UX Designer will own the end-to-end customer experience and product design across pensions journeys, leading research, service design, and UI/UX to deliver accessible, GDS aligned outcomes at scale. This role involves leading the UX Design team, managing the full UX process from research to design handoff, and supporting member/employer facing communications.
Responsibilities
- Lead and deliver the most suitable design solutions which meet user needs, business needs and reflect known constraints across multiple workstreams
- Line management of a team of UX specialists
- Plans and costs UX activities in proposals, building in time for iteration, user feedback and design changes
- Lead other designers, plan and drive user flows and information architecture (IA) that is intuitive for users to find their way around our software
- Oversight of the Customer Experience (CX) team and their activities, including customer journey mapping, service blueprinting, persona development, behaviour change and wider CX initiatives
- Support the Head in maintaining and establishing good design practices and building a team of experts who are passionate about design and solving problems
Requirements
- Experience of CX & UX Design
- Experience of line managing a team of UX Designers including professional development
- Good practical knowledge of accessibility standards, implementation techniques and testing
- Advanced proficiency with design techniques and tools i.e. Figma, Axure, Sketch or XD and design systems
- Practical experience of applying IxD principles and laws, with experience design process
- Strong communication skills, able to explain ideas and rationale to internal team members and external stakeholders
Benefits
- Opportunity to work on market-leading digital and engagement experiences
- Professional growth and development opportunities
- Access to cutting-edge technologies and tools
- Diverse and inclusive work environment
- 23 daysâ holiday (rising to 27) with the opportunity to buy extra leave
- Company matched pension, life assurance, a cycle2work scheme, 15 weeksâ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks
Key Skills
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across eight countries, Capitaâs 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. Weâre a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly. A publicly listed business with adjusted revenue of ÂŁ2.4bn, Capitaâs areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. Weâre embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders. Check out our community guidelines: capita.com/about-us/social-media-community-guidelines
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