Senior CX Designer & Strategy Lead (Hybrid UK)

WPP Media; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Retirement plans

Vision and dental insurance

Paid time off

Partner discounts

Mental health days

Hybrid work model

Job summary

WPP Media in Manchester seeks an Associate Director, CX Designer to shape and deliver world-class customer experiences across products and services. You will partner with senior client stakeholders to align on a CX vision, define a programme of work, and ensure delivery to high standards of craft, accessibility, and measurable impact.

At Associate Director level you’ll raise the quality bar, mentor designers, and influence teams to make evidence-based decisions.

Qualifications

• Establish shared CX vision and principles with senior stakeholders.
• Design and run end-to-end CX/service design activity (journeys, blueprints, operating constraints).
• Select and oversee research and testing approaches; ensure outputs meet high standard.
• Ensure insights are usable: translate research into narratives and opportunities.
• Define, assess and improve key customer journeys and service moments.
• Guide teams on IA, navigation and information structure for customer goals.
• Use experimentation and measurement to de-risk decisions; articulate success.
• Lead design critique and peer review across projects for usability and impact.
• Partner with engineering/product leadership to shape feasible solutions.
• Improve design system usage to enable consistency at scale.
• Present confidently to senior clients; justify recommendations.

Responsibilities

• Establish shared CX vision with senior stakeholders and translate into a programme.
• Design end-to-end CX/service design activities (journeys, blueprints, operating constraints).
• Select and oversee appropriate research and testing approaches; ensure outputs meet a high standard.
• Ensure insights are usable: translate research into narratives and prioritised opportunities.
• Define and improve key customer journeys and service moments (friction, onboarding, usage).
• Guide IA/navigation and information structure to support customer goals and business outcomes.
• Use experimentation and measurement to de-risk decisions and show impact.
• Lead design critique and peer reviews to improve usability and impact.
• Collaborate with engineering and product leadership to shape feasible solutions.
• Enhance design system usage for consistency and faster innovation.
• Present trade-offs and rationale to senior clients to address challenges.

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 Media in Manchester seeks an Associate Director, CX Designer to shape and deliver world-class customer experiences across products and services. You will partner with senior client stakeholders to align on a CX vision, define a programme of work, and ensure delivery to high standards of craft, accessibility, and measurable impact.

At Associate Director level you’ll raise the quality bar, mentor designers, and influence teams to make evidence-based decisions.