Experience Designer - Customer Apps, Day Rate Contract

Reporting into the Digital Product Leader, the Experience Designer is responsible for the usability and interface quality of the digital experiences their squads build; how easily a customer completed their jobs-to-be-done, and whether the design holds together across the flows, screens and states they encounter

The hands-on role understands the broader journey, service and cross-channel context its work sits inside, and designs with this in mind.

Responsibilities include:

• Design how problems are solved in the digital experience layer (web and app), covering user flows, information architecture, interaction design, interface design and the full range of empty, loading, error and edge-case states
• Partner with the Digital Product Owner, Customer Experience Leads, Technology and Digital Operations and Performance to turn product direction into interfaces that can be built, tested and measured
• Optimise live experiences using usability testing, session analytics and experimentation. Treat a shipped design as a hypothesis, not a finish line
• Document and maintain the design artefacts the squad depends on, including flows, design decisions and rationale, in the agreed toolset
• Understand the Web Content Accessibility Guidelines to a working level and design to WCAG 2.2 AA as a baseline, not as a remediation step after build
• Use AI in the design craft itself, across research synthesis, concept generation, content and prototyping, and design to shorten the distance between hypothesis and solutions.

The ideal candidate will be a senior, hands-on user experience and interface designer who can design a simple interface to solve a complex problem, and who understands the wider journey their work sits inside. You will also have most of the following:

• Substantial experience (5+ years) designing digital products and experiences end to end, with a track record of shipping interfaces that delivered measurable customer and/or commercial outcomes.
• Strong craft across interaction and interface design, including user flows, information architecture, state design, prototyping and visual design, with high fluency in Figma
• Fluency with component-based design systems, contributing to a shared system and working within it at pace. Understanding of how experiences need to be designed for React Native.
• Awareness of service design, journey mapping and cross-channel experience thinking, sufficient to design to a journey context owned by others and to raise issues that sit above the squad.
• Proven ability to translate complex technical and regulatory constraints into experiences a customer finds simple. Familiarity with energy retail obligations such as billing, hardship, consent and consumer data rights is desirable
• Practical accessibility capability, with a working knowledge of WCAG 2.2 AA and demonstrated experience designing and specifying accessible interfaces rather than remediating them after build
• Fluency with AI as both a design material and a design tool, with judgement about where it adds value and where it does not
• Is resilient, pragmatic with strong communication skills

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