Lead CX & UX Designer

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 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., * Lead and deliver the most suitable design solutions which meet user needs, business needs and reflect known constraints across multiple workstreams

• Line management of a team of UX specialists
• Plans and costs UX activities in proposals, building in time for iteration, user feedback and design changes, and articulating the costs and benefits of different design approaches.
• Lead other designers, plan and drive user flows and information architecture (IA) that is intuitive for users to find their way around our software.
• Oversight of the Customer Experience (CX) team and their activities, including customer journey mapping, service blueprinting, persona development, behaviour change and wider CX initiatives to ensure alignment with product design and business goals.
• Support the Head in maintaining and establishing good design practices and building a team of experts who are passionate about design and solving problems and lead recruitment activities where required.
• Suggest opportunities on how to improve the quality of our services, and provide suggestions based on user research and data and ensure what we are building adheres to user needs.
• Build relationships across different internal teams and work closely with development to understand the art of the possible.
• Assess the project requirements and timescales to determine the approaches to be used to pragmatically deliver user-centred design solutions.
• Consistently collaborate with other designers, developers, business analysts, data analysts and QA to arrive at the most suitable solution promptly and efficiently.
• Actively initiates cross-functional collaboration on a consistent basis to ensure better communication to enhance teamwork and better outcomes.
• Iterate designs based on user research and user needs - be confident using design platforms such as Axure/Figma and have extensive experience of usability testing.
• Work Agile within sprints to deliver new functionality and deliverables for key projects and clients.
• Provide recommendations for iterations or improvements based on regular user research to ensure improvements throughout the lifecycle of a project/service

• Experience of CX & UX Design

• Experience of line managing a team of UX Designers including professional development

• 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

Desirable

• Experience of working within the Financial Services or Pensions sectors

About Capita Pension Solutions

At Capita Pension Solutions (CPS) we continue to grow and evolve our Strategy & Product function. We are at another exciting point in that evolution, defining and executing CPS's strategic goals as well as developing the next generation of market leading Products and Services. We have ambitious objectives and plans for 2026 and beyond.

What's in it for you?

• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform