UX Research Design Lead | London | Up to £110k

About the Company:

Albert Bow has partnered with a fast-growing B2C digital business focused on improving customer experiences in the travel and loyalty space. We are launching a new initiative designed to optimize customer journeys, conversion, and long-term engagement. Our mission is to reduce customer friction, increase satisfaction, and create a platform that keeps users coming back.

About the Role:

We are seeking a senior UX Research Lead to provide leadership across the design function, guiding junior designers and shaping our customer experience strategy. This is a hands-on role where you will apply design thinking, competitor analysis, and behavioural science to improve our CX, optimize journeys, and boost customer conversion.

You will play a key role in managing customer anxiety, enhancing engagement, and creating experiences that encourage loyalty and long-term retention. This is a new position, and you will have the opportunity to influence and shape our design approach from the ground up.

Your Responsibilities:

• 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, including critical experiences like waiting times or accidental errors
• Collaborate closely with cross-functional teams to ensure design solutions meet business goals
• Establish design standards, processes, and frameworks to scale UX across the organization

Your Experience:

• 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

Why Apply:

• Lead a new, high-impact design initiative
• Shape the UX research and design function from the ground up
• Work in a dynamic, B2C-focused team with real influence over product strategy
• Salary: £80,000-£110,000, hybrid in London

Interested? Apply directly or send your CV to cailacunningham@albertbow.com.

Looking forward to speaking soon,

Caila

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