Lead CX Designer

About Reply:

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply's services include Consulting, System Integration, and Digital Services.

Role Overview:

As a Lead CX Designer, you will play a strategic role in shaping customer experience offerings and leading the delivery of impactful digital and service experiences for global brands. You will lead CX initiatives across key client accounts, combining strategic thinking, service design expertise, and hands-on delivery to address complex business and customer challenges. Working closely with multidisciplinary teams and senior stakeholders, you will drive measurable outcomes across the full customer lifecycle while contributing to the evolution of CX capability, including service offerings and pre-sales activity. This role is suited to an experienced CX professional who thrives in a consultancy environment, balancing delivery with commercial thinking while mentoring teams and driving customer-centric innovation. This is a hybrid-based role located in London.

Responsibilities:

• Lead CX and service design activities across projects from discovery through to delivery, ensuring high-quality customer-centred outcomes.
• Own and shape end-to-end service design initiatives, mapping experiences across digital and non-digital touchpoints.
• Build strong relationships with key client stakeholders, acting as a trusted partner and strategic advisor.
• Support business development activities including proposals, pitches, workshops, and helping shape new CX offerings.
• Help manage and mentor a growing design team, supporting capability development, quality assurance, and ways of working.
• Work closely with developers, project teams, and cross-functional stakeholders to ensure successful implementation of solutions.
• Contribute to improving internal processes, frameworks, methodologies, and innovation initiatives.
• Stay up to date with emerging trends in CX, service design, AI-powered tooling, behavioural science, and digital innovation.
• Travel to client sites where required to support workshops, collaboration, and relationship building.

About the Candidate:

• Significant experience working in CX, UX, service design, or product design within agency, consultancy, or enterprise environments.
• Strong portfolio demonstrating customer-centred thinking, CX360 ownership, and end-to-end service design.
• Commercially minded with experience supporting client relationships, proposals, pitches, and account growth.
• Confident leading workshops, presenting to senior stakeholders, and managing complex client relationships.
• Experience mentoring or managing designers within growing multidisciplinary teams.
• Strong communication, collaboration, and strategic problem-solving skills, with a passion for innovation and emerging technologies.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need