Senior CX Designer & Strategy Lead (Hybrid)

Wpp; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Medical insurance

Job summary

WPP is seeking an Associate Director, CX Designer in Manchester to lead high‑level customer experience programmes. You will shape strategy with senior clients, drive cross‑functional collaboration, and raise the quality bar across design, research, and delivery.

The role focuses on setting direction, mentoring teams, and delivering measurable CX impact. You’ll partner with engineering and product leadership, advance design systems, and ensure accountable governance while maintaining a

Qualifications

• Establish shared CX vision and principles with senior stakeholders and translate into a coherent programme of work.
• Design and run end-to-end CX/service design activity (journeys, blueprints, operating constraints, cross-channel behaviours).
• Select and oversee appropriate research and testing approaches; ensure outputs meet a high standard and underpin decisions.
• Translate insights into narratives, prioritised opportunities, and artefacts that guide delivery.
• Define and improve key customer journeys and service moments (friction, onboarding, usage, support).
• Guide teams on IA, navigation, information structure and content/interaction behaviours.

Responsibilities

• Lead design critique and peer review to improve usability, accessibility, and business impact.
• Partner with engineering and product leadership to shape feasible solutions and delivery plans.
• Improve design system usage to enable consistency at scale and faster innovation.
• Present trade-offs, rationale, and how programmes address strategic challenges to senior clients.
• Hire and mentor designers (including Leads) to grow capability across teams.

Skills

Quality leadership

Vision & strategy

Process design

Service & journey ownership

Evidence-led decision making

Communication & storytelling

Collaboration

Design systems & scale

Prototyping for decisions

Mentoring & capability building

Client-centric & commercial

Job description

WPP is seeking an Associate Director, CX Designer in Manchester to lead high‑level customer experience programmes. You will shape strategy with senior clients, drive cross‑functional collaboration, and raise the quality bar across design, research, and delivery.

The role focuses on setting direction, mentoring teams, and delivering measurable CX impact. You’ll partner with engineering and product leadership, advance design systems, and ensure accountable governance while maintaining a