Lead Experience (CX) Designer

Role overview

Strategic and functional responsibilities

• Translate the Experience Design roadmap and brand strategies into detailed, actionable and differentiating experiences.
• Build and maintain journey maps and service blueprints by brand, segment, and touchpoint.
• Design and prototype clienteling tools, sales-associate interfaces, and customer-facing concepts, particularly for priority brands and Amber.
• Work with Customer Intelligence on qualitative research, including shop-alongs, staff interviews, mystery-shopping input, and concept testing.
• Apply Design Thinking, bring evidence into design decisions, and design signature moments balancing creative differentiation with commercial impact.
• Collaborate across business functions and enablers to co-create designs, secure buy-in, and support implementation.
• Maintain design methodology, standards, documentation, and playbooks; support continuous tracking and improvement of key journeys.
• Support experience design for department stores, online flagships, Amber, and new retail concepts.
• Mentor designers, interns, or agency resources and help develop the wider Experience Design team and business design literacy.
• Work closely with store, customer-care, and frontline teams to ground design in operational reality.

Experience and education

• 4–7 years of experience 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 ideal.
• 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 such as bolt.new is a bonus.
• Ability to design across physical and digital touchpoints, not only screens.
• Comfort running qualitative research and translating findings into design decisions.
• Strong documentation habits and ability to produce actionable design artefacts.
• Ability to work autonomously on detailed craft while staying aligned with broader strategic direction.
• Comfort presenting work to senior stakeholders and cross-functional teams.