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Lead CX/UX Designer
Lead CX/UX Designer – Tax & Accounting UK
About The Team
At Wolters Kluwer, the Digital Experience Group (DXG) designs and delivers customer-centred experiences across our global Tax & Accounting portfolio. In the UK, we support:
- Accounting professionals
- Tax practitioners
- Businesses
Our solutions help navigate regulatory complexity, improve operational efficiency, and deliver trusted advisory services. The UX organisation collaborates with Product Management, Engineering, and Research to create:
- Intuitive and effective solutions
- Strategically differentiated products
We operate in complex, multi-product environments, prioritising: ✔ Trust ✔ Accuracy ✔ Accessibility ✔ Responsible innovation
About The Role
As Lead CX/UX Designer – Tax & Accounting UK, you will:
- Lead the experience strategy for a portfolio of UK Tax & Accounting products.
- Align customer needs, business objectives, regulatory requirements, and technical capabilities to deliver measurable outcomes.
This is a strategic leadership role combining hands-on design expertise and future people leadership potential. Key responsibilities include:
- Shaping research and design strategy across the portfolio.
- Over time, expanding to mentor and manage a team of 4–5 designers.
You will collaborate with Product, Engineering, and senior stakeholders to: ✔ Champion human-centred design. ✔ Drive AI-enabled innovation through research and service design. ✔ Define the future of AI-powered experiences in regulated industries.
Key Responsibilities
📌 Product, Portfolio & Experience Strategy
- Define and drive the experience vision across multiple UK Tax & Accounting products.
- Translate customer needs, business priorities, regulatory requirements, and tech opportunities into actionable strategies.
- Partner with Product Management and Engineering to shape:
- Product vision
- Roadmap priorities
- Discovery
- Delivery outcomes
- Contribute to portfolio planning, strategic initiatives, and investment prioritisation.
- Identify UX research, service design, experimentation, and AI discovery opportunities.
- Align UX capabilities with portfolio needs and proactively identify capacity gaps.
- Establish measurable UX objectives supporting:
- Business growth
- Customer success
- Operational efficiency
- Advocate for customer-centred decision-making across the organisation.
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🤖 AI Product Strategy & Responsible AI Experience Design
- Lead AI-powered experience design, including:
- UX for intelligent, automated, and agentic systems.
- Partner with Product/Engineering to:
- Identify high-value AI workflows and journeys.
- Determine when AI is the right solution (vs. human-centered or traditional workflows).
- Shape AI interaction models, prompt design, and evaluation frameworks.
- Ensure AI delivers meaningful value (not just tech for tech’s sake).
- Champion responsible AI principles:
- Transparency
- User trust
- Accessibility
- Control
- Promote AI tool adoption within the design team to improve:
- Research
- Ideation
- Prototyping
- Productivity
🔍 Research & Customer Insights
- Define and lead research strategy across the product portfolio.
- Collaborate with UX Researchers in complex/regulated environments.
- Focus on AI-enabled user experiences.
- Apply service design methodologies:
- Ecosystem mapping
- Service blueprinting
- Journey modelling
- Build customer understanding frameworks across:
- Personas
- Segments
- Maturity levels
- Synthesise qualitative & quantitative data into actionable insights.
- Identify cross-product workflows, "Jobs-to-be-Done", and opportunities.
👥 Design Leadership & Team Development
- Lead, coach, and mentor a team of 4–5 designers.
- Foster a culture of:
- Collaboration
- Innovation
- Inclusion
- Continuous learning
- Provide:
- Feedback & performance coaching
- Career development support
- Enable designers to grow in strategic thinking, research, and execution.
- Support recruitment, onboarding, and succession planning.
⚡ Design Excellence & Delivery
- Ensure consistent adherence to the Wolters Kluwer Product Design System.
- Maintain high standards in:
- Usability
- Accessibility
- Design quality
- Facilitate:
- Design thinking workshops
- Ideation sessions
- Serve as a trusted bridge between:
- UX
- Product Management
- Engineering
- Business stakeholders
- Drive design-alignment informed by:
- Customer insights
- Business goals
- Guide:
- AI integration
- Conversational interfaces
- Prompt design patterns
- Responsible AI principles
- Define and track UX/AI performance metrics, including:
- Adoption
- Impact
- Business value
- Ensure scalability and technical feasibility.
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Qualifications
🧑💻 Experience
- 10+ years in UX Design, Product Design, or Customer Experience (preferably in complex B2B software).
- Proven track record leading design strategy for multiple products/platforms.
- Experience managing/developing designers via people leadership.
- Strong understanding of:
- Lean Product Management
- Lean UX
- Customer-centred product development
- Experience in Agile cross-functional teams.
- Ability to influence senior stakeholders using evidence-based design.
- Ideal: Experience in Tax/ Accounting, Financial Services, Legal Tech, or regulated industries.
🛠 Technical Skills
- Expertise in design systems and scalable UX frameworks.
- Proficient in accessibility standards (WCAG compliance).
- Experience with:
- Qualitative research
- Customer feedback synthesis
- Behavioural data/analytics
- Knowledge of:
- AI-enabled experiences
- LLM concepts
- Evaluation methodologies
- Fluid in Figma and design collaboration tools.
- HTML5/CSS fundamentals (working knowledge).
- Familiarity with Agile software development.
🏆 Leadership Competencies
- Strategic thinker with business acumen and customer empathy.
- Excellent in:
- Communication
- Facilitation
- Stakeholder management
- Ability to:
- Align diverse teams
- Drive shared vision
- Strong coaching & mentoring skills.
- Comfortable with ambiguity and collaborative clarity.
- Passion for:
- Innovation
- Continuous improvement
- High-performing teams
📋 Additional Requirements
- Ability to clearly articulate:
- Leadership contributions
- Cross-functional collaboration
- Measurable impact on business/customer outcomes
- Skills to present design strategy to executive stakeholders.
- Portfolio showcasing:
- Strategic thinking
- Leadership
- End-to-end design execution
- Measurable results
Our Interview Practices
- No AI assistance permitted during interviews.
- Process assesses individual skills, experiences, and communication style.
- Virtual backgroundsDisabled and in-person interviews included for integrity.
- Note: AI-generated or third-party support in interviews disqualifies you.
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