Principal UX Architect

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams.

We understand that success is achieved through our people, and we are searching for acommitted and passionate Principal UX Architect to join our growing business.

Purpose of the role

The UX Architect will be responsible for defining and driving the overall user experience (UX) strategy for our digital products and services, ensuring a consistent, accessible, and engaging experience for our customers across all platforms (web, mobile, app, and emerging channels). This role will lead the development of our internal UX practice, embedding customer-centric design thinking into our product development lifecycle and ensuring that every interaction reflects our brand values and meets customer needs.

In this role, you can expect to:

· Define the company’s overarching UX vision and strategy, aligning it with business objectives and customer needs.

· Establish and champion UX principles, frameworks, and standards to guide design consistency and quality across platforms.

· Build and mature the organisation’s UX practice, including processes, tools, governance, and ways of working.

· Advocate for the customer at all stages of the product lifecycle, ensuring UX considerations influence strategic decision-making.

Experience Design Oversight

· Own the end-to-end digital customer experience, ensuring seamless journeys across multiple platforms and touchpoints.

· Lead the creation of customer journey maps, service blueprints, and experience frameworks to identify opportunities for improvement.

· Oversee design systems and pattern libraries to ensure scalability and brand consistency.

· Collaborate with brand, marketing, product, and technology teams to deliver cohesive experiences.

Research & Insight

· Champion user research and usability testing to validate concepts and inform design decisions.

· Translate qualitative and quantitative insights into actionable experience improvements.

· Monitor UX trends, accessibility standards, and emerging technologies to keep the company’s experience modern and competitive.

CRO & Experimentation

· Develop and lead a robust CRO strategy to improve key metrics such as conversion rate, average order value, and retention.

· Champion an experimentation mindset across teams, embedding A/B, multivariate, and usability testing into the product development cycle.

· Analyse behavioural data and user feedback to identify opportunities for optimisation.

· Partner with analytics teams to measure, report, and act on the performance of UX changes.

Collaboration & Leadership

· Partner with product managers, business analysts, developers, and designers to embed UX best practices in product development.

· Mentor and guide UX designers, researchers, and related roles to grow their skills and impact.

· Build relationships across the business to advocate for customer-focused design.

You should apply if you have:

· Proven experience in a senior UX or digital design leadership role, ideally as a UX Architect, Lead UX Designer, or similar.

· Track record of defining and executing UX strategies for large-scale, multi-platform digital products.

· Strong portfolio demonstrating experience in designing complex user journeys and interaction patterns.

· Excellent knowledge of design thinking, service design, and human-centred design methodologies.

· Experience with UX research techniques, usability testing, and analytics tools.

· Proficiency with industry-standard design and prototyping tools (e.g., Figma, Sketch, Axure).

· Knowledge of accessibility best practices and relevant standards (WCAG, ADA).

Desirable

· Experience working in ecommerce, SaaS, or high-traffic digital services.

· Understanding of front-end development capabilities and constraints.

· Familiarity with agile and lean product development practices