CX/UX Design Manager

PPG; Batley; On-site; GBP 40,000 - 80,000; Full time

Job description

CX/UX Design Manager

Department: AC EMEA Marketing / Omnichannel/Digital

Reports To: Head of Customer Experience

Job Summary: The CX/UX Design Manager is responsible for leading and managing various design projects, including e-commerce and brand website experiences, color experience, digital services, and mobile applications for both B2B and B2C target audiences. This role emphasizes collaboration with external design partners and internal teams to ensure that customer experience (CX) and user experience (UX) principles are integrated into all aspects of digital product development. The ideal candidate will have a strong background in design thinking, user research, and a commitment to creating intuitive and engaging user experiences that align with business goals.

Key Responsibilities:

1. Project Management:
   • Manage and lead various types of CX and UX design projects from concept to completion, ensuring alignment with customer/user needs and business objectives.
   • Oversee the UX execution of design initiatives across multiple platforms, including e-commerce, brand websites, digital services, and mobile applications.
2. User Research and Analysis:
   • Conduct user research, competitive analysis, and usability testing to inform data-driven design decisions.
   • Analyze user data and insights in collaboration with analyst experts to identify pain points and opportunities for improvement, ensuring that design solutions are developed in a user centric way.
3. Collaboration:
   • Collaborate with Business Stakeholders, Product Managers, Developers, Research Partners, and other stakeholders to collect user and business requirements, implementing innovative UX solutions that enhance the user experience.
   • Facilitate workshops and brainstorming sessions to foster collaboration and innovation among internal and external teams.
4. Design Documentation:
   • Create and manage design documentation, including user flows, wireframes, prototypes and specifications. Illustrate design ideas using storyboards, process flows, and sitemaps to effectively communicate design concepts.
5. Stakeholder Communication:
   • Present design concepts and progress updates to stakeholders, effectively communicating design rationale and user centric solutions.
   • Advocate for the user throughout the design and development process, ensuring high usability and accessibility standards are met.
6. Driving CX and UX Initiatives:
   • Drive CX and UX initiatives across the organization, focusing on defining and improving the best practices for customer and user experience.
   • Establish and track key performance indicators (KPIs) to measure the effectiveness of design solutions and customer / user satisfaction.
7. Stay Current:
   • Keep abreast of industry trends, best practices, and emerging technologies in CX/UX design.
   • Promote a culture of continuous learning and improvement.

Qualifications:

• Bachelor’s degree in Design, Human-Computer Interaction, Psychology, or a related field; Master’s degree preferred.
• 5+ years of experience in CX/UX design, with a strong emphasis on managing diverse design projects and collaboration with external partners.
• Strong portfolio showcasing a range of design projects and methodologies.
• Excellent understanding of user centric design principles and methodologies.
• Proficiency in design and prototyping tools (e.g., Sketch, Figma, Adobe Creative Suite).
• Strong analytical skills and experience with user research and usability testing.
• Exceptional communication and interpersonal skills, with the ability to present ideas clearly and effectively to diverse audiences.
• Experience working in an Agile development environment is a plus.