Head of Customer Experience Design (CPT Hybrid) at Datafin Recruitment

ENVIRONMENT:

• FILL a transformational leadership role as the next Head of Customer Experience Design sought by a leading UK-based Gaming, Leisure & Entertainment Group, where you will own the experience vision, design strategy and evolution of its customer experience design capability across multi-brand, cross-channel customer journeys.
• You will lead and develop a team of Experience Designers, building a high-performing design function that influences strategy, shapes customer journeys and drives meaningful improvements across our digital and physical experiences.
• You will also take charge of the shift towards a modern, evidence-based design approach that combines customer insight, experimentation, emerging technologies and AI-enabled workflows.
• The ideal candidate will require experience leading Customer Experience Design, UX or Design functions within complex organisations; demonstrable experience transforming customer experience design capabilities, modernising operating models and increasing the strategic impact of design within an organisation and be able to introduce modern design methodologies, tooling and AI-enabled approaches to improve effectiveness and customer outcomes.

DUTIES:

Software Customer Experience Strategy & Transformation –

• Define and own the customer experience vision and strategy across brands and customer journeys.
• Lead the transformation of CX Design capability, modernising ways of working, methodologies, tooling and team capability.
• Establish a consumer-led, outcome-focused approach that moves the organisation beyond feature delivery towards solving customer problems and delivering measurable value.
• Represent customer needs at senior leadership level, translating research, insight and performance data into strategic decisions.

Modern Design Capability & AI Enablement –

• Drive adoption of modern design practices, tools and technologies, including AI-enabled approaches across research, ideation, prototyping, experimentation and delivery.
• Identify opportunities where AI can improve design effectiveness, accelerate delivery and enhance customer understanding.
• Ensure the design practice remains aligned with emerging industry trends and evolving customer expectations.
• Own the maturity roadmap for the design function, continuously improving methods, frameworks and ways of working.

​​​​​​​Product Operating Model & Customer-Led Delivery –

• Partner with Product and Technology leaders to embed experience design within a product-led operating model.
• Ensure Designers are effectively embedded within cross-functional teams that own end-to-end customer outcomes.
• Champion customer discovery, experimentation and validation throughout the product lifecycle.
• Connect design decisions to measurable customer and commercial outcomes.

​​​​​​​Design Leadership & Capability Building –

• Lead, coach and develop a team of Experience Designers, creating a culture of excellence, innovation and continuous improvement.
• Establish clear design standards, practices and expectations across the organisation.
• Own and evolve design systems, experience frameworks and governance approaches across the brands.
• Champion accessibility, inclusive design and ethical customer experiences, ensuring journeys meet regulatory requirements.

​​​​​​​Stakeholder Leadership –

• Build strong relationships across Product, Technology, Marketing, Operations and Executive Leadership.
• Influence investment decisions by demonstrating the commercial and customer value of experience design.
• Own design tooling and vendor decisions, including business cases and ROI accountability.

REQUIREMENTS:

• Significant experience leading Customer Experience Design, UX or Design functions within complex organisations.
• Demonstrable experience transforming customer experience design capabilities, modernising operating models and increasing the strategic impact of design within an organisation.
• Proven experience introducing modern design methodologies, tooling and AI-enabled approaches to improve effectiveness and customer outcomes.
• Experience embedding design into product-led organisations and partnering effectively with Product and Technology leadership.
• Strong track record of delivering measurable customer and business outcomes through experience design.
• Experience leading, coaching and developing high-performing design teams.
• Deep understanding of customer experience strategy, service design, design systems, inclusive design and experience measurement.
• Strong commercial mindset with the ability to connect design decisions to business KPIs and investment outcomes.
• Experience within consumer-focused industries such as Gambling, Travel, Hospitality, Retail, Leisure, Financial Services or Technology is advantageous.

​​​​​​​Leadership Competencies –

• Transformational leader with experience modernising design organisations.
• Customer-obsessed and passionate about creating meaningful experiences.
• Strong coach and mentor who develops high-performing teams.
• Advocate for innovation, experimentation and AI-enabled ways of working.
• Commercially minded, able to demonstrate the value of customer experience investment.
• Exceptional communicator and influencer across Product, Technology and business leadership.
• Comfortable challenging existing approaches and leading organisational change.