CX Design Lead

Role: Lead CX Designer/ Manager

Location: London, Victoria

About Canvas Reply

Canvas Reply, part of the Reply Group, works with some of the world’s biggest brands, providing an end\-to\-end product design and development service covering each phase of digital product development. We combine insight, creativity, and technical expertise to deliver tailored digital solutions that help our clients stay ahead of the competition.

Our services include UX Research, Product/Service Design, Web Development, QA, Sitecore, and Managed Project Delivery.

www.canvasreply.com

Role Overview

As a CX Design Lead, you will play a strategic role in shaping customer experience offerings and leading the delivery of impactful digital and service experiences for some of the world’s biggest brands.

You’ll lead CX initiatives across key client accounts, combining strategic thinking, service design expertise, and hands\-on delivery to solve complex business and customer challenges. This role will work closely with multidisciplinary teams including researchers, UI designers, developers, project managers, and senior client stakeholders to deliver measurable outcomes across the full customer lifecycle.

Alongside client delivery, you will help shape and evolve Canvas Reply’s CX capability, contributing to new service offerings, pre\-sales activity, proposals, and long\-term client relationship growth.

This role is ideal for an experienced CX professional who thrives in consultancy environments, enjoys balancing delivery with commercial thinking, and is passionate about mentoring teams while driving innovation and customer\-centric transformation.

Responsibilities

• Lead CX and service design activities across projects from discovery through to delivery, ensuring high\-quality customer\-centred outcomes.


• Own and shape end\-to\-end service design initiatives, mapping experiences across digital and non\-digital touchpoints.


• Build strong relationships with key client stakeholders, acting as a trusted partner and strategic advisor.


• Support business development activities including proposals, pitches, workshops, and helping shape new CX offerings.


• Help manage and mentor a growing design team, supporting capability development, quality assurance, and ways of working.


• Work closely with developers, project teams, and cross\-functional stakeholders to ensure successful implementation of solutions.


• Contribute to improving internal processes, frameworks, methodologies, and innovation initiatives.


• Stay up to date with emerging trends in CX, service design, AI\-powered tooling, behavioural science, and digital innovation.


• Travel to client sites where required to support workshops, collaboration, and relationship building.

• Work with globally recognised brands across a wide variety of industries.


• Be part of a collaborative and growing design team within the Reply network.


• Opportunity to influence products, processes, and ways of working.


• Access to exciting projects spanning UX research, service design, product design, and innovation.


• Ongoing support for professional growth and development.


• Collaborative culture that values creativity, curiosity, and experimentation.

Work Location: Hybrid remote in Victoria (Greater London, Greater London Region, England)

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