Senior CX Designer & Strategy Leader

Wppmedia; Manchester; Hybrid; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

Competitive medical benefits

Retirement plans

Paid time off

Job summary

WPP Media is seeking an Associate Director, CX Designer in Manchester to lead world-class customer-experience across products and services. You will partner with designers, developers and senior clients to raise the quality bar, set a CX vision and deliver measurable impact through evidence-based design and collaboration.

At Principal level, you’ll mentor teams, shape programme direction, and ensure solutions meet accessibility, craft and business objectives.

Qualifications

• Establish shared CX vision and principles with senior stakeholders.
• Design and run end-to-end CX/service design activities.
• Select and oversee research and testing approaches; ensure outputs meet high standards.
• Guide teams on information architecture and content/interaction behaviours.
• Lead design critique and peer review to improve usability and impact.
• Partner with engineering and product leadership to shape feasible solutions.

Responsibilities

• Establish shared CX vision and principles with senior stakeholders and translate these 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 methods and outputs meet a high standard and underpin decision making.
• Ensure insights are usable: translate research into clear narratives, prioritised opportunities, and artefacts that guide delivery.
• Define, assess and improve key customer journeys and service moments (including friction, conversion, onboarding, usage and support).
• Guide teams on IA, navigation, information structure and content/interaction behaviours that support customer goals and business outcomes.
• Use experimentation and measurement to de‑risk decisions; articulate what success looks like and how to prove it.
• Lead design critique and peer review across projects to improve usability, accessibility, and commercial impact.
• Partner effectively with engineering and product leadership to shape feasible solutions and delivery plans.
• Improve design system usage and evolution to enable consistency at scale and faster innovation.
• Present confidently to senior clients: communicate trade‑offs, rationale, and why the proposed programme will address strategic challenges.
• Strong working knowledge of modern product management and development practices.

Skills

CX design

Stakeholder management

Research

Prototyping

Design systems

Leadership

Job description

WPP Media is seeking an Associate Director, CX Designer in Manchester to lead world-class customer-experience across products and services. You will partner with designers, developers and senior clients to raise the quality bar, set a CX vision and deliver measurable impact through evidence-based design and collaboration.

At Principal level, you’ll mentor teams, shape programme direction, and ensure solutions meet accessibility, craft and business objectives.