Associate Director, CX Designer (AI-driven Media)

Location: Manchester, United Kingdom; hybrid, with teams in the office around four days a week. This is a UK-based role and requires the right to work in the UK.

Company

hirify.global is WPP’s AI-driven media operating unit, combining media, data, partnerships, and the WPP Open platform to deliver personalised marketing at scale.

What you will do

• Establish shared customer experience visions and principles with senior client stakeholders.
• Design and oversee end-to-end CX and service design programmes across digital and non-digital touchpoints.
• Set quality standards for service design, interaction design, accessibility, research, experimentation, and measurable impact.
• Use evidence, analytics, research, testing, and service signals to prioritise opportunities and guide decisions.
• Partner with design, engineering, product, and client stakeholders to shape feasible solutions and delivery plans.
• Coach designers, lead critiques, strengthen collaboration, evolve design systems, and contribute to pitches and new business development.

Requirements

• Extensive experience shaping programmes of work across multiple clients and influencing senior stakeholders.
• Experience establishing CX visions and translating them into coherent programmes of work.
• Strong experience in journeys, service blueprints, operating constraints, cross-channel behaviours, IA, navigation, and content or interaction behaviours.
• Ability to select and oversee research and testing methods and translate insights into prioritised opportunities and delivery artefacts.
• Experience using experimentation and measurement to define and prove success.
• Strong knowledge of modern product management and development practices, with the ability to present trade-offs and recommendations confidently to senior clients.

Nice to have

• Experience briefing and directing external CX, content, motion, or research specialists.
• Experience clarifying brand personality and creating guidance for tone, visual language, and service behaviours.
• Strong experience designing accessibility into services and helping clients prioritise accessibility within delivery constraints.

Culture & Benefits

• Open and inclusive environment built on trust, respect, collaboration, and professional growth.
• Opportunities to use global WPP networks for learning and professional connections.
• Employee resource groups, in-office events, and thought leadership activities.
• Medical, vision, dental, and group retirement plans.
• Paid time off, partner discounts, and employee mental health awareness days.