Product Design Manager – Digital Customer Experience (CX)
📍 London (Hybrid – 3 days on-site)
đź•’ Full-time
🏢 Industry: Media, Digital Platforms & Consumer Technology
About the Role
We’re looking for an experienced Product Design Manager – Digital CX to lead the creation of world-class digital customer experiences across high-traffic websites and mobile applications.
In this role, you’ll manage and inspire multidisciplinary design teams, shape design strategy, and deliver app-first, customer-centred experiences at scale. You’ll play a critical role in influencing product roadmaps, embedding design excellence across the organisation, and ensuring every interaction reflects a strong, consistent brand experience.
Sitting within a Customer Experience Centre of Excellence, this role has visibility, influence, and impact—connecting customer insight, business priorities, and delivery outcomes across the UK & Ireland.
What You’ll Do
Design Leadership & Team Development
* Lead, coach, and inspire a team of product designers across web and mobile platforms
* Support individual growth through tailored development plans, feedback, and mentorship
* Foster a high-performance, inclusive, and evidence-led design culture
Design Strategy & Influence
* Define and drive design strategy aligned with business goals and customer needs
* Champion the customer voice and influence product direction at a strategic level
* Partner closely with Product, Engineering, Research, and Delivery teams
Experience Design & Innovation
* Deliver intuitive, scalable, app-first digital experiences across responsive web and native apps
* Drive innovation through AI-assisted design tools, design systems, and motion principles
* Lead workshops, design sprints, and collaborative discovery sessions
Delivery, Quality & Measurement
* Own design delivery and quality across end-to-end journeys
* Track and improve CX performance using KPIs and customer insight
* Ensure accessibility standards are embedded to create inclusive experiences at scale
What You’ll Bring
Core Experience
* Proven track record delivering large-scale, customer-centred digital products and services
* Experience leading design teams across multiple complex initiatives
* Expert-level Figma skills, including advanced prototyping and scalable component libraries
* Strong understanding of accessibility, inclusive design, and user-centred design methodologies
Research, Data & Storytelling
* Experience using user research and analytics tools (e.g. usability testing platforms, digital analytics) to inform and improve journeys
* Strong storytelling and stakeholder influence skills, with the confidence to lead in fast-paced environments
Portfolio Requirement
Please include portfolio examples demonstrating impact across the following four areas:
* People – Developing and leading high-performing design teams
* Process – Applying scalable UCD methods that deliver measurable outcomes
* Position – Influencing strategy and embedding design across an organisation
* Product – Creating world-class, app-first digital experiences with clear outcomes and impact
How You’ll Work
* Hybrid working: 3 days per week in the office
* Flexible working discussions welcomed
Office Locations
* London (Osterley) – well connected by public transport with on-site amenities
* Leeds – modern tech hub close to the city centre
Why Join
You’ll work on products used by millions, shape meaningful customer experiences, and lead design at scale in a collaborative, forward-thinking environment. This is a role with real ownership, influence, and visibility.