UX Design Lead

Summary

We are seeking an experienced and forward-thinking UX Design Lead to help build and shape a newly established UX/UI Center of Excellence (COE) focused on delivering best‑in‑class customer and agent experiences within a rapidly evolving home security and smart technology ecosystem.

This role will lead UX strategy and execution across customer‑facing applications, e‑commerce platforms, integrated CRMs, and agent‑enabled sales & support experiences. The ideal candidate combines deep expertise in user‑centred design with strong knowledge of AI‑powered tools, automation, conversational interfaces, and DTC customer journeys.

You will design experiences that serve both end customers and internal call centre agents, ensuring seamless interactions across digital and assisted channels. This is a highly collaborative leadership role partnering closely with Product, Engineering, Data/Voice of Customer (VoC), CX Strategy, Marketing, and Customer Support teams.

This position also offers the opportunity to help scale the UX organization through future hiring and potential direct team leadership responsibilities.

• Help establish and evolve a new UX/UI Center of Excellence (COE), including design standards, governance, workflows, and best practices.
• Lead end‑to‑end UX strategy across mobile apps, web platforms, e‑commerce, CRM, and customer support systems.
• Define and scale a cohesive design vision aligned to business goals, customer needs, and operational efficiency.
• Champion human‑centered design principles across customer and agent experiences.
• Contribute to the development of design systems, reusable components, and scalable UX processes.
• Utilise UX/UI design tools and AI‑assisted prototyping solutions to accelerate product discovery, ideation, rapid prototyping, and usability validation.
• Participate in hiring, mentoring, and potentially leading a growing team of UX/UI designers and researchers.

• Design AI‑enhanced experiences including:
  • Conversational AI and chat interfaces
  • AI‑assisted customer support workflows
  • Intelligent recommendations and personalisation
  • Predictive support experiences
  • Agent‑assist tools for call centre operations
• Evaluate and integrate AI‑powered UX tools into the design process, including prototyping, research synthesis, workflow automation, and content generation.
• Collaborate with AI/ML teams to ensure responsible, explainable, and effective AI experiences.

• Optimize direct‑to‑consumer journeys across:
  • Product discovery
  • Purchase and checkout
  • Installation onboarding
  • Subscription management
  • Security monitoring and alerts
  • Self‑service support
• Improve conversion, retention, engagement, and customer satisfaction through data‑informed UX decisions.
• Create frictionless omnichannel experiences across app, web, phone, and support channels.
• Partner closely with Voice of Customer (VoC) and CX Strategy teams to incorporate customer insights, behavioural trends, and experience metrics into UX decisions.

• Design operational workflows and interfaces for customer support and telecom‑enabled call centre agents.
• Improve agent efficiency through intuitive CRM workflows, AI‑assisted guidance, and integrated communication tools.
• Reduce cognitive load and increase resolution speed through workflow optimisation and service design.

• Lead UX research initiatives including usability testing, journey mapping, customer interviews, and behavioural analytics.
• Translate customer insights and operational data into actionable design improvements.
• Partner with analytics, VoC, and CX teams to measure experience effectiveness and business impact.

• Work closely with Product Managers, Engineers, CRM teams, Marketing, Customer Support, and Business leadership.
• Facilitate workshops, design critiques, and stakeholder alignment sessions.
• Mentor and guide UX/UI designers and researchers as the COE grows.

• Proficiency with modern UX, collaboration, and AI‑enabled design tools such as Figma, Miro, enterprise generative AI platforms, AI prototyping tools, and…