User Experience Designer

About the role

We are seeking UX/UI Designer , who will join our client Digital Service Product team, focusing on their self-service journeys behind the authenticated customer account portal. You’ll design and deliver seamless, user-friendly self-service experiences that help our customers manage their accounts with ease — from payments and billing to add-ons like Extras and Bolt Ons, in-life offers, experimentation use cases, and account management such as documents, bars and spend caps.

As part of the eCare squad you will collaborate with product managers, developers, and business stakeholders to turn briefs and requirements into high-quality, customer-centric designs. You’ll play a key role in shaping journeys that balance customer needs with business goals and technical feasibility, directly contributing to key Mobile KPIs such as revenue growth in upgrades and second line acquisition, digital adoption, contact containment and customer experience.

This is a hands-on design execution role where you’ll use tools like Figma and our design system to create intuitive, accessible interfaces, conduct research and usability testing, and present your designs to senior business owners for approval.

Roles and Responsibilities:

To be successful in the role, the role holder will be expected to:

• Define and own the UX vision for key self-service journeys in eCare aligning with business goals and customer needs
• Balance short term execuition with longer term transformation, ensuring designs consider current and future product scope
• Foster a culture of collaboration and innovation
• Set standards for design quality, accessibility and customer centric thinking
• Oversee end-to-end design delivery from discover to execution
• Ensure designs are feasible within any technical constraints and support developers with any ongoing queries related to your designs
• Ensure consistency by using existing design systems and advocating for evolution where required
• Conduct user research and usability testing, ensure insights are translated to actionable design improvements
• Use analytics to validate design hypothesis
• Build feedback loops into design processes to ensure continuous improvement
• Act as bridge between design and wider business, ensuring UX priorities are represented in product roadmaps and decision-making
• Manage multiple workstreams and balance external and internal team demand

Skills

• A driven and motivated individual with a demonstrated ability to deliver customer-centric digital experiences
• Experience of agile squads and scrum methodology
• Strong track record of end-to-end product design (wireframing, prototyping, interaction design, UI) and guiding usability testing and research programs.
• Experience designing for authenticated portals or transactional journeys such as billing, payments and account management
• Strong communicator, able to present and defend design strategy and outcomes to senior stakeholders, balancing user needs, business goals and technical feasibility
• Experience working with and evolving design systems, with strong understanding of accessibility standards and responsive design principles

What’s in it for you? –

Our client loves to reward their people for doing a great job.

• This is contract role end in Dec 2025 (with potential for extension)
• A daily rate, in-scope IR35, of £ 300-350(PAYE) OR £400 (via a Hays Approved Umbrella Company).
• This role provides a hybrid working(2-3 days a week) access in Reading or Paddington office

Next Steps

Once you’ve applied, one of our friendly recruitment consultants will give you a call and talk you through the screening process.

If your application is successful, you’ll be involved in a live virtual interview with one of our client’s hiring managers to get to know you better.

We look forward to speaking to you!