Lead CX & UX Designer
| Posting date: | 12 March 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 11 April 2026 |
| Location: | W2 6BD |
| Remote working: | On-site only |
| Company: | Capita plc |
| Job type: | Permanent |
| Job reference: | 10117686-42284 |
Summary
Lead CX & UX Designer
Home Based
We are looking for a Lead CX & UX Designer to own the end‑to‑end customer experience and product design across pensions journeys, leading research, service design and UI/UX to deliver accessible, GDS‑aligned outcomes at scale.
You will lead and manage the CX and UX Design team while supporting the Capita Pensions Digital Customer Experience and Client Consulting teams in delivering market-leading digital and engagement experiences.
The Lead CX & UX Designer plays a key role in redefining how digital products are managed, ensuring seamless engagement across the end-to-end customer journey. You will act as a passionate advocate for exceptional customer experiences, combining creative insight and strategic thinking.
You will work closely with the Product Owners and Communication Consultants to understand strategic goals and customer challenges, executing market research and defining customer testing strategies throughout the feasibility and design phases. You’ll be responsible for overseeing the full UX process from customer research and ideation to wireframes and design handoff crafting elegant, user-centered experiences that align business objectives with technical feasibility. You will also support on member/employer facing communications.
In return, you’ll have a genuine impact on our customers and play a key role in shaping the future of customer experience.
What are we looking for:
• Experience of CX & UX Design
• Experience of managing a team of CX and UX Designers
• Experience of working within Financial Services and/or pensions
• Understand design operations, supporting design team to foster an
innovative and creative environment
• Good practical knowledge of accessibility standards, implementation
techniques and testing
• Advanced proficiency with design techniques and tools i.e. Figma, Axure,
Sketch or XD and design systems. Practical experience of applying IxD
principles and laws, with experience design process
• Strong communication skills. Able to explain ideas and rationale to internal
team members and external stakeholders. Consistently applies active
listening and emotional intelligence to build effective interactions.
Proud member of the Disability Confident employer scheme