UX Research Design Lead (B2C)

TL;DR

UX Research Design Lead (B2C): Leading the design function to enhance customer experiences in the travel and loyalty sector with an accent on optimizing customer journeys and conversion rates. Focus on applying design thinking and behavioral science to drive customer engagement and retention.

Location: Hybrid in London

Salary: £80,000-£110,000

Company

Fast-growing B2C digital business focused on improving customer experiences in the travel and loyalty space.

What you will do

• Lead the design function, providing mentorship to junior designers
• Apply design thinking and behavioral science to optimize customer journeys and experiences
• Conduct competitor analysis and benchmark industry best practices
• Drive strategies to improve customer conversion and retention
• Identify and mitigate friction points in customer journeys
• Collaborate closely with cross-functional teams to ensure design solutions meet business goals

Requirements

• Proven experience in B2C UX research or design, ideally from the travel or customer loyalty sectors
• Strong background in design thinking, behavioral science, and customer journey optimization
• Experience mentoring or leading junior designers or small design teams
• Skilled in competitor analysis and translating insights into actionable design strategies
• Track record of improving customer retention, conversion, and engagement metrics
• Comfortable working in a hybrid London-based environment