Is driving digital transformation and customer experience ‘Your Thing’?

If you’re passionate about shaping user experiences and excited about leading digital transformation, we’d love to welcome you as our new Digital UX Design Manager. Join our Customer & Commercial Digital team and be a key player in revolutionising our digital capabilities. This role is all about making a real difference by enhancing how our customers interact with our services.

As a Digital UX Design Manager, you'll spearhead the integration of user-centred design within our Digital Experience function. You’ll be crucial in ensuring our digital products are not only functional but also delightful for our users. Your role will involve everything from user research and testing to designing end-to-end digital services that resonate with our customers.

What you’ll be doing is more than just the usual UX tasks; you’re helping to set the direction for our digital future. You’ll collaborate with various stakeholders, managing expectations, and delivering exceptional user experiences. You’ll also help us maintain high standards in digital design by developing and managing our UX design system.

If you’re ready for a role that’s both challenging and rewarding, and you’re passionate about creating outstanding digital experiences, we can’t wait to hear from you.

Key responsibilities:

As the Digital UX Design Manager, be prepared for a multifaceted and demanding role. Here is a snapshot of what your day-to-day activities could include:

  • Lead and plan user research and testing activities to understand the needs, motivations, and behaviours of our digital service users.
  • Define and maintain a User-Centred Design methodology and UX Design System, ensuring adherence to best practices in digital experience design.
  • Lead the design of end-to-end digital services, ensuring solutions are easy to use, relevant, and meet user needs.
  • Promote and secure buy-in for user-centred design principles across the business, influencing key stakeholders to integrate best practices.
  • Collaborate with the Digital Product Managers to prioritise UX-related backlog items and refine requirements to enhance user experiences.
  • Oversee the development and presentation of business cases for digital investments, ensuring alignment with commercial and customer KPIs.
  • Manage UX research, design, and testing budgets, ensuring efficient and effective use of resources.
  • Lead and mentor a team of digital experience professionals, providing guidance on UX best practices and fostering a culture of continuous improvement.
  • Conduct A/B testing and other evaluation methods to optimise user adoption and satisfaction with digital products and services.
  • Represent the Digital Experience function in internal forums and steering committees, deputising for the Head of Digital Experience as needed.

About you:

We’re seeking a Digital UX Design Manager who is empathetic and user-focused, with a creative and innovative mindset. You thrive in dynamic environments, are detail-oriented, and have a passion for continuous learning. You communicate effectively, are a collaborative team player, and are self-motivated with a genuine enthusiasm for enhancing user experiences. If you’re adaptable, resilient, and dedicated to making a positive impact, we’d love to hear from you.

We’re also looking for the following:

  • Significant experience in UX design, user research, and end-to-end digital service design.
  • Proven track record in managing digital transformation projects in a B2C environment.
  • Strong understanding of agile methodologies and experience working in an agile delivery environment.
  • Excellent communication and stakeholder management skills, with the ability to influence and inspire at all levels.
  • Experience with budget management and supplier management in a digital context.
  • High level of attention to detail and a systematic approach to problem-solving.
  • Degree level education and recognised certifications in UX Design and Research are desirable.

Ready to switch tracks and design user experiences that keep our digital passengers smiling? Apply now.