Experience Transformation Lead
This role focuses on driving meaningful change by shaping how people experience and interact with our brand, products, and services.
About the Role
We are looking for an Experience Transformation Lead to drive our thinking and define our approach. This is a role for someone who is passionate about connecting creativity, technology, and genuine customer needs.
You will be the bridge between strategy and design, using your deep knowledge of design thinking and systems thinking to make our brand promises a reality.
* Set the Direction: Taking ownership of the Experience Transformation roadmap and strategy at a macro level, ensuring our work is desirable, viable, and feasible.
* Building the Culture: Helping to contribute towards our collaborative culture of strategy, creative, and design excellence across all teams, and mentoring junior designers and strategists.
* Driving Innovation: Championing a customer intelligence-led approach to identify and drive new opportunities for innovation and differentiation within client businesses.
Responsibilities
* Lead with Human-Centered Design: Take the lead on setting up smart, scalable ways of working that integrate our agency's strategy, business psychology, and change management.
* Innovation & Concept Creation: Translate customer and behavioural insights into tangible, innovative service concepts and experience blueprints, proactively identifying new opportunities for client innovation and differentiation.
* Advanced Prototyping & Testing: Influence the full human-centered project cycle, from stakeholder research to prototyping and testing digital, physical, and spatial interfaces and interactions.
* Facilitation & Storytelling: Design and lead high-impact, transformative workshops and co-design sessions to explore, prototype, and validate new ideas with clients and teams.
* Deliverables & Communication: Develop and own comprehensive experience artifacts like journey maps, service blueprints, personas, and future-state frameworks, communicating these design outcomes clearly to both client and internal executive teams.
* Expert Collaboration: Serve as the expert consultant (CX, UX, UI) for Experience Transformation programs, collaborating closely with Strategists, Creatives, and UX/UI designers to bring complex experiences to life.
About You
* Experience: 6+ years in service, product, or experience design roles, with a history of tackling complex challenges in fast-paced, multi-disciplinary environments.
* Core Methodologies: Deep, practical expertise in design thinking, human-centered design, and applying systems design and business psychology to strategic problems.
* Tool Fluency: Proficient in design and prototyping tools, particularly Figma, and experienced in implementing design systems.
* Leadership Skills: Proven ability to mentor, lead change, and communicate complex concepts effectively to all levels of stakeholders.
* Passion for People: You believe in treating others with dignity, empathy, and genuine consideration, creating an inclusive and collaborative environment.