Lead CX/UX Designer

About the role

At Wolters Kluwer, the Digital Experience Group (DXG) designs and delivers customer-centered experiences across our global Tax & Accounting portfolio. In the UK, we support accounting professionals, tax practitioners, and businesses with mission-critical software that helps them navigate regulatory complexity, improve operational efficiency, and deliver trusted advisory services. Our UX organization works closely with Product Management, Engineering, and Research to create solutions that are not only intuitive and effective but also strategically differentiated. We operate in complex, multi-product environments where trust, accuracy, accessibility, and responsible innovation are critical to customer success. As Lead CX/UX Designer - Tax & Accounting UK, you will lead the experience strategy for a portfolio of products within the UK Tax & Accounting business. You will align customer needs, business objectives, regulatory requirements, and technical capabilities to deliver meaningful and measurable outcomes for customers and the business. This is a strategic leadership role that combines hands-on design expertise with the potential for future people leadership. You will help shape research and design strategy across the portfolio, ensuring UX priorities are aligned with business goals, product roadmaps, and customer needs. Over time, the role is expected to expand to include mentoring, developing, and potentially managing a team of 4-5 designers. Working closely with Product, Engineering, and senior business stakeholders, you will champion human-centered design, drive innovation through research and service design, and help define the future of AI-enabled experiences across our products. You will play a key role in ensuring that our solutions are accessible, scalable, and designed to meet the evolving needs of accounting and tax professionals in a rapidly changing regulatory and technology landscape.

Responsibilities

• Product, Portfolio & Experience Strategy
• Define and drive the experience vision across multiple products within the UK Tax & Accounting portfolio.
• Translate customer needs, business priorities, regulatory requirements, and technology opportunities into clear and actionable experience strategies.
• Partner closely with Product Management and Engineering to shape product vision, roadmap priorities, discovery activities, and delivery outcomes.
• Contribute to portfolio planning, strategic initiatives, and investment prioritization.
• Identify opportunities where UX research, service design, experimentation, or AI discovery can reduce risk and improve decision-making.
• Ensure UX resources and capabilities are aligned with portfolio priorities and proactively identify future capacity needs.
• Establish measurable UX objectives and outcomes that support business growth, customer success, and operational efficiency.
• Advocate for customer-centered decision-making across the organization.
• AI Product Strategy & Responsible AI Experience Design
• Lead the design strategy for AI-powered, intelligent, automated, and agentic product experiences.
• Partner with Product and Engineering teams to identify high-value AI opportunities across workflows, journeys, and product ecosystems.
• Guide teams in determining when AI is the right solution and when human expertise, transparency, or traditional workflows should remain central.
• Shape AI interaction models, conversational experiences, prompt design approaches, and user-centered evaluation frameworks.
• Ensure AI capabilities deliver meaningful customer value and measurable outcomes rather than technology-driven features.
• Champion responsible AI principles, including transparency, trust, explainability, accessibility, and user control.
• Promote effective internal use of AI tools within the design team to improve research, ideation, synthesis, prototyping, and productivity while maintaining quality and professional judgment.
• Research & Customer Insights
• Define and lead research strategy across the product portfolio.
• Partner with UX Researchers to conduct studies in complex, multi-role, and highly regulated environments.
• Support research initiatives focused on AI-enabled and intelligent user experiences.
• Collaborate with Product, Engineering, and Design leaders to establish research priorities and strategic direction.
• Apply service design methodologies, including ecosystem mapping, service blueprinting, and end-to-end journey modeling.
• Build and evolve customer understanding frameworks across personas, segments, and maturity levels.
• Synthesize qualitative research and quantitative analytics into actionable insights and recommendations.
• Identify cross-product workflow patterns, Jobs-to-be-Done, and emerging customer opportunities.
• Design Leadership & Team Development
• Lead, coach, mentor, and develop a team of 4-5 UX designers.
• Foster a culture of collaboration, innovation, inclusion, and continuous learning.
• Provide regular feedback, performance

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