CX Design Director

About

CX Design Director Role Overview

The CX Design Director will own the end-to-end customer experience across all brands, channels, journeys, and touchpoints to drive satisfaction, loyalty, and lifetime value.

Responsibilities

• Own the end-to-end customer experience across all brands, channels, journeys, and touchpoints to drive satisfaction, loyalty, and lifetime value.
• Translate business and brand strategy into experience design, influencing senior leaders to embed CX into strategic planning, investment, and performance decisions.
• Lead and develop a multidisciplinary CX team, building capability, standards, and governance to deliver customer-led outcomes at scale.
• Use customer insight, research, feedback, and data to prioritise CX activity and focus investment on the journeys and moments that deliver the greatest impact.
• Drive end-to-end journey improvement through human-centred design, collaboration, and experimentation, delivering measurable improvements for customers and the business.

Requirements

• Lead and develop a multidisciplinary CX team
• Influence senior leaders to embed CX into strategic planning, investment, and performance decisions
• Build capability, standards, and governance to deliver customer-led outcomes at scale
• Use customer insight, research, feedback, and data to inform CX decisions

Nice to Have

• Experience in leading and developing multidisciplinary teams
• Ability to influence senior leaders and drive strategic change
• Strong understanding of human-centred design principles and practices
• Experience with experimentation and data-driven decision making

Benefits

• This role is not specified to include any benefits in the original description.

This role creates positive change by simplifying complex services, removing friction, and ensuring experiences are consistent, caring, and commercially effective, ultimately improving retention, reducing cost-to-serve, and supporting growth while delivering tangible value for customers and the business.

• Deep experience in service design and customer journey mapping.
• Strong leadership skills, with experience building and developing high-performing teams.
• Confidence using customer insight, research, and data to drive decisions.
• A pragmatic, commercial mindset, focused on delivering outcomes.
• The ability to influence senior stakeholders and work effectively across functions.

FlexFirst hybrid working, total rewards designed to give flexibility to choose what you need when you need it, supporting employees and their families financially, physically, and emotionally. Visit https://www.morethanacareer.energy/britishgas for more details.

Centrica Energy is a family of brands revolutionising how we power the planet, creating an energy system that doesn't rely on fossil fuels while igniting positive change in communities. British Gas, part of Centrica, has been powering UK homes and businesses for over 200 years, making the UK greener and more energy efficient using technology like thermostats, heat pumps, solar panels, and EV chargers.