Lead Experience (CX) Designer

Role overview

Strategic responsibilities

• Translate the Head of Experience Design’s roadmap and brand strategies into detailed, actionable design work and differentiating experiences.
• Help define and maintain design methods, standards, documentation, and capabilities as the practice scales.
• Use customer intelligence, trends, and journey insight to ground design decisions in evidence.
• Support experience design for department stores, online flagships, Amber, and new concepts.

Functional responsibilities

• Create customer journey maps and service blueprints by brand, segment, and touchpoint.
• Design and prototype clienteling tools, sales associate interfaces, and customer-facing concepts, especially for priority brands and Amber.
• Collaborate on shop-alongs, staff interviews, mystery-shopping input, and concept testing to inform design decisions.
• Apply Design Thinking and bring stakeholders into the approach where needed.
• Design signature moments that balance creative differentiation with commercial impact.
• Co-create designs across functions, support implementation, maintain reusable documentation, and help track and improve key journeys.

People and collaboration

• Mentor and guide designers, interns, or agency resources on Experience Design projects.
• Work with the Head of Experience Design to grow the wider team and build design literacy across the business.
• Partner with brand, vertical, digital, product, IT, store, customer-care, and other customer-facing teams to keep designs grounded in customer and operational needs.

Education and experience

• Requires 4–7 years in CX/service design and UX design.
• Academic background in Design, Creative, UX/Service Design, or a related field.
• Experience in luxury retail, hospitality, or premium omnichannel environments is preferred.
• CCXP or UX-related credentials are a plus.

Knowledge and skills

• Strong fluency in journey mapping, service blueprinting, and prototyping tools such as Figma or equivalent.
• No-code prototyping tools such as bolt.new are a bonus.
• Able to work across physical and digital touchpoints, conduct qualitative research, and translate findings into design decisions.
• Produces actionable design artefacts, works autonomously while aligning with strategy, and presents to senior and cross-functional stakeholders.