Director, Experience Design & Strategy — Build UK CX Practice

North Highland; Greater London; Hybrid; GBP 120,000 - 190,000; Full time

Benefits offered by this job

Flexible time off

Private medical plan

Health cash plan

ISAs and GIAs

Enhanced parental leave

Job summary

North Highland is launching a UK Experience practice and seeks a Director to build it. You will own customer experience design and strategy as a distinct, commercially significant capability, leading relationships with FTSE 100 and major public sector clients, and shaping end-to-end CX engagements.

You will recruit and mentor consultants, partner across Change, Tech & Data, and Strategy, and drive thought leadership to position North Highland as a credible, design-led growth partner in the UK.

Qualifications

• 10+ years’ experience in customer experience, service design or experience strategy, ideally in consultancy or professional services.
• Proven ability to lead large, multi-workstream engagements and build executive-level client relationships.
• Demonstrated track record of shaping proposals, winning work and growing a practice.

Responsibilities

• Lead executive-level client relationships across FTSE 100 and public sector clients, connecting CX to business outcomes.
• Hands-on leadership of end-to-end service design and experience strategy engagements, mapping journeys and operating models.
• Identify new opportunities, shape proposals, and pitch to senior buyers to build a credible pipeline from day one.
• Build and lead North Highland’s UK Experience practice, recruiting and developing consultants and designers.
• Collaborate with Change, Tech & Data and Strategy teams to ensure deliverable solutions.
• Contribute to thought leadership and market-facing viewpoints to establish the practice externally.

Skills

Executive leadership

Client relationship building

Business development

Journey mapping

Service blueprinting

Operating model design

Proposals & pitches

Thought leadership

Executive presence

Team development

Job description

North Highland is launching a UK Experience practice and seeks a Director to build it. You will own customer experience design and strategy as a distinct, commercially significant capability, leading relationships with FTSE 100 and major public sector clients, and shaping end-to-end CX engagements.

You will recruit and mentor consultants, partner across Change, Tech & Data, and Strategy, and drive thought leadership to position North Highland as a credible, design-led growth partner in the UK.