Head of User Experience

rmg digital; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Pension plan

Health & wellbeing

Flexible benefits

Job summary

rmg digital in London is seeking a Head of UX to lead a high-performing UX, user research and service design capability, shaping experience-led work across digital and service ecosystems. You will drive quality, evidence-based outcomes, lead client-facing work and support growth through presales, mobilisation and senior advisory activities.

You will coach and develop senior practitioners while aligning with business strategy, mentoring teams, and advancing cross-functional collaboration.

Qualifications

• Senior leadership experience in UX or digital experience.
• Experience leading service design and end-to-end journey design.
• Proven experience leading multidisciplinary teams.
• Strong advocacy in user-centered design, accessibility and research methods.
• Experience overseeing complex client delivery with quality outcomes.
• Commercial experience including scoping, estimation, utilisation, risk management and margin awareness.
• Experience supporting presales, bids and senior client pitches.
• Strong stakeholder management with senior client leaders.
• Experience across strategy, delivery and sales functions.
• Excellent communication, facilitation and decision-making.

Responsibilities

• Lead and evolve a high-performing UX, user research and service design practice.
• Define end-to-end service design principles, including journey orchestration and service blueprinting.
• Coach, develop and manage senior practitioners, and oversee recruitment and capability development.
• Act as a senior client advisor and escalation point for UX and digital experience work.
• Lead presales and shape opportunities, define value propositions and risk.
• Collaborate with technology, data and strategy to design integrated services across systems and experiences.
• Contribute to thought leadership and repeatable frameworks to strengthen market differentiation.
• Contribute to transformation strategy and opportunity shaping through user-centered lenses.

Skills

Senior leadership

Service design

Journey design

People management

Presales & bids

Stakeholder management

Communication & facilitation

UX strategy

Job description

Head of UX

London

£100,000 per annum + Bonus and Benefits

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 firm’s 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 you’ll 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.

What’s 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.