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Lead Experience Consultant

This is an opportunity for an experienced consultant, with design research and service design capabilities, to drive and deliver outstanding human-centred insight and design work. This role will have a strong focus on leading research and insight work, so a background in this is important.

You will have a minimum of 5 years experience working in Design Research or Service Design; working from initial research, through to strategy, design workshops, and design deliverables, with the confidence to report back to stakeholders at all levels of seniority.

As a seasoned practitioner with a design thinking mindset, you’ll be confident in questioning briefs and suggesting innovative methodologies to suit project objectives. You will be comfortable working as part of a small team, as well as running things on your own.


Your responsibilities

  • Playing a key role in an exciting mix of user experience work, which will focus on research, insights, flows, journey mapping, and visualising research – but will also involve aspects of sketching, wireframing, sitemaps, and prototypes.
  • Working with multidisciplinary teams to support the creation of exceptional experiences, whether digital or physical, whilst balancing the needs and goals of users and clients throughout.
  • Planning and facilitating workshops with clients or customers including insight delivery, co-creation, priority ranking, value proposition, service definition, and user experience mapping.
  • Working directly with stakeholders, involving them openly in your processes, helping them distill project goals and objectives into project requirements and championing the needs of customers throughout the project.
  • Inspiring co-workers and sharing knowledge and skills with the team, recognising potential in the latest technology and other trends.
  • Good time management skills and the ability to deliver according to budget and deadlines.
  • Continually evaluating and improving Spotless methods and processes to ensure we are always offering the best solution to clients and their customers.
  • High standard of report writing, making it easier for clients to connect the dots with clear communication and actionable recommendations
  • Attending at least 1 design event every quarter to keep up to date with the latest trends and methodologies
  • Contributing to internal projects, writing articles and blog posts on topics, tech or areas of interest, relevant to the design of products and services
  • Conducting regular feedback sessions with colleagues who line into you, and running professional development planning sessions twice a year
  • Taking a leading role in responding to briefs, preparing and presenting at pitches
  • Representing the company at conferences and events, taking responsibility for internal marketing opportunities such as round tables, breakfast events and training workshops
  • Working with the Director and Head of UX to support ongoing recruitment for an ever growing team
  • Working with the Project Manager and Account Directors to ensure your team’s personal objectives are represented in project planning activities
  • Constantly looking to improve our capabilities and what offer to clients, especially in terms of Service Design and Digital Transformation.


Your skills and experience

  • Extensive experience researching and designing digital services and applying strategic thinking to the process
  • An understanding/experience of various research methodologies including contextual interviews, stakeholder interviews, co-creation, and user feedback sessions (remote and lab-based)
  • Bringing designs to life through prototypes (with a range of tools)
  • Bringing services and experiences to life through user journeys and service blueprints.
  • Excellent communication and interpersonal skills
  • Graphics/illustration or video capability is desirable
  • Highly motivated and self-managing
  • Experience working within an agency environment
  • Minimum 5 years in a research or service design role
  • At least a Bachelor’s degree in Product design, Service design, UX/UI design, Human Computer Interaction, Psychology, or other relevant fields



  • Generous commission scheme on any leads generated
  • Annual bonus linked to company performance
  • Free books from companies like Rosenfeld Media
  • Annual training budget to attend conferences
  • Company pension scheme
  • BUPA healthcare
  • Virgin gym membership
  • 25 days holiday per year


How to apply

You must have the legal right to live and work in the United Kingdom.

Please submit your covering letter, CV and portfolio to Feel free to contact us by telephone on +44 (0)20 7168 7526 or drop us a quick email if you have any questions.