Director of Experience Design & Strategy

North Highland; London; On-site; NOK 1,511,000 - 2,266,000; Full time

Benefits offered by this job

Flexible time off

Private medical plan

Health cash plan

Workplace savings (ISAs/GIAs)

Enhanced parental leave

Job summary

North Highland, a leading change and transformation consultancy, is launching a UK Experience practice and seeking a Director to build it. You will own customer experience design and strategy, and work with FTSE 100 and major public sector clients to connect experience to business outcomes.

You will lead executive relationships, supervise end-to-end service design engagements, shape proposals, grow the practice, mentor teams, and collaborate with Change, Tech & Data and Strategy to deliver

Qualifications

• 10+ years in CX, service design or experience strategy in consultancy or professional services.
• Proven track record leading large multi-workstream engagements and executive relationships.
• Fluency in CX methods: journey mapping, service blueprinting, operating models.

Responsibilities

• Lead executive-level client relationships across FTSE 100 and public sector, connecting CX to business outcomes.
• Hands-on leadership of end-to-end service design and experience strategy engagements.
• Identify opportunities, shape proposals, and build a credible pipeline from day one.
• Shape, grow and lead North Highland’s UK Experience practice and team.
• Recruit, mentor and develop consultants and designers.
• Collaborate with Change, Tech & Data and Strategy practices to ensure credible delivery.
• Contribute to thought leadership and market-facing viewpoints.
• Facilitate senior stakeholder workshops and present to C-suite.

Skills

Customer experience

Service design

Experience strategy

Executive relationships

Business development

Leadership

Team building

C-suite engagement

P&L / growth

Industry depth

Job description

North Highland, a leading change and transformation consultancy, is launching a UK Experience practice and seeking a Director to build it. You will own customer experience design and strategy, and work with FTSE 100 and major public sector clients to connect experience to business outcomes.

You will lead executive relationships, supervise end-to-end service design engagements, shape proposals, grow the practice, mentor teams, and collaborate with Change, Tech & Data and Strategy to deliver