Lead CX Designer

Lead CX Designer

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 allow our clients to stay ahead of the competition. Our services include UX Research, UI/UX Design, Web Development, QA, Sitecore, and Managed Project Delivery. www.canvasreply.com  

Role Overview:

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.

About the Candidate:

• Significant experience working in CX, UX, service design, or product design within agency, consultancy, or enterprise environments.


• Strong portfolio demonstrating customer-centred thinking, CX360 ownership, and end-to-end service design.


• Commercially minded with experience supporting client relationships, proposals, pitches, and account growth.


• Confident leading workshops, presenting to senior stakeholders, and managing complex client relationships.


• Experience mentoring or managing designers within growing multidisciplinary teams.


• Strong communication, collaboration, and strategic problem-solving skills, with a passion for innovation and emerging technologies.