Product Design Manager - Digital Customer Experience

Product Design Manager – Digital Customer Experience (CX)

📍 London (Hybrid – 3 days on-site)

🕒 Full-time

🏢 Industry: Media, Digital Platforms & Consumer Technology

About the Role

We’re looking for an experienced Product Design Manager – Digital CX to lead the creation of world-class digital customer experiences across high-traffic websites and mobile applications.

In this role, you’ll manage and inspire multidisciplinary design teams, shape design strategy, and deliver app-first, customer-centred experiences at scale. You’ll play a critical role in influencing product roadmaps, embedding design excellence across the organisation, and ensuring every interaction reflects a strong, consistent brand experience.

Sitting within a Customer Experience Centre of Excellence, this role has visibility, influence, and impact—connecting customer insight, business priorities, and delivery outcomes across the UK & Ireland.

What You’ll Do

Design Leadership & Team Development

• Lead, coach, and inspire a team of product designers across web and mobile platforms
• Support individual growth through tailored development plans, feedback, and mentorship
• Foster a high-performance, inclusive, and evidence-led design culture

Design Strategy & Influence

• Define and drive design strategy aligned with business goals and customer needs
• Champion the customer voice and influence product direction at a strategic level
• Partner closely with Product, Engineering, Research, and Delivery teams

Experience Design & Innovation

• Deliver intuitive, scalable, app-first digital experiences across responsive web and native apps
• Drive innovation through AI-assisted design tools, design systems, and motion principles
• Lead workshops, design sprints, and collaborative discovery sessions

Delivery, Quality & Measurement

• Own design delivery and quality across end-to-end journeys
• Track and improve CX performance using KPIs and customer insight
• Ensure accessibility standards are embedded to create inclusive experiences at scale

What You’ll Bring

Core Experience

• Proven track record delivering large-scale, customer-centred digital products and services
• Experience leading design teams across multiple complex initiatives
• Expert-level Figma skills, including advanced prototyping and scalable component libraries
• Strong understanding of accessibility, inclusive design, and user-centred design methodologies

Research, Data & Storytelling

• Experience using user research and analytics tools (e.g. usability testing platforms, digital analytics) to inform and improve journeys
• Strong storytelling and stakeholder influence skills, with the confidence to lead in fast-paced environments

Portfolio Requirement

Please include portfolio examples demonstrating impact across the following four areas:

1. People – Developing and leading high-performing design teams
2. Process – Applying scalable UCD methods that deliver measurable outcomes
3. Position – Influencing strategy and embedding design across an organisation
4. Product – Creating world-class, app-first digital experiences with clear outcomes and impact

How You’ll Work

• Hybrid working: 3 days per week in the office
• Flexible working discussions welcomed

Office Locations

• London (Osterley) – well connected by public transport with on-site amenities
• Leeds – modern tech hub close to the city centre

Why Join

You’ll work on products used by millions, shape meaningful customer experiences, and lead design at scale in a collaborative, forward-thinking environment. This is a role with real ownership, influence, and visibility.