Head of UX and Service Design

 

 

Job Title: Head of UX, Service Design and Digital Experience Strategy

(Associate Director)

Division: Experience & Transformation

About the job

Who we are

CACI was founded in 1975 in the UK. Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI Inc., a company listed on the New York Stock Exchange. In the UK CACI’s turnover is in excess of £200m, with over 1,700 employees. CACI is a leading marketing and IT solutions organisation providing services to both the private and public sector. We have an excellent reputation in the markets we operate in. We support our clients with first class service, unrivalled domain expertise, innovative propositions and leading-edge technological solutions.

CACI operates in all major sectors including financial services, telcos, utilities, publishing and media, retail, leisure and automotive. Some of our clients include Vodafone, Virgin, EDF Energy, Lloyds Banking Group and Telegraph Media Group.

Experience and Transformation - Core Business Activities

The Experience and Transformation arm of CACI leads the way in delivering joined-up, end-to-end change that aligns technology, people and processes to achieve lasting impact. Within Experience Design, part of Experience and Transformation, we focus on designing human-centred solutions that connect customer needs with business outcomes. By combining customer experience, service design, UX/UI and creative technology, CACI creates intuitive, user-led experiences that are insight-led, powered by data, AI and automation.

 

We ensure insights are accessible and meaningful, enabling organisations to deliver more personalised, efficient, accessible interactions. Our core business activities in Experience Design include:

 

• Strategic consulting and service design
• UX and UI design
• User research
• Web and product design
• Creative innovation and digital experience design
• Multi-channel campaign execution

How We Work

CACI’s policy is to recruit, develop and retain the very best staff and empower them to provide outstandingly high-quality work for our clients. We operate in a fast-moving marketplace and believe certain fundamental values set CACI people apart.

• We believe in best quality service and delivering outstanding value to our clients
• We take pride in our work and in being flexible, innovative, resourceful and distinctive
• We ensure that anyone we deal with (client, supplier or colleague) is treated with courtesy and respect
• We take responsibility for our actions and always act with honesty and integrity

What you’ll be doing

About the job:

 

The Head of UX and Service Design is a senior leadership role responsible for leading and evolving a high‑performing UX, User Research and Service Design capability, while shaping experience-led transformation work across digital and service ecosystems.

 

The role ensures the organisation delivers high-quality, evidence-based work spanning user experience, end-to-end journey design and service innovation, to drives client value and supports the organisation’s growth ambitions.

 

The role is client‑facing and selectively billable, contributing to revenue primarily through presales, paid discovery, mobilisation and senior advisory work. It plays a critical role in improving win quality, reducing delivery risk and positioning the organisation as a trusted partner rather than a delivery supplier. It operates across strategy, sales and delivery, bridging disciplines to ensure transformation opportunities are both compelling and operationally viable.

 

 

Responsibilities:

 

• Leadership and practice development -Lead and evolve a high-performing UX, UR and Service Design practice, setting standards across user experience, service design and experience strategy for quality, methodology and ways of working. Define and embed end-to-end service design principles, including journey orchestration, service blueprinting and alignment across front and back-stage experiences. Coach, develop and manage senior UX and research practitioners. Oversee recruitment, capability development and future skills planning, ensuring the practice scales sustainably and remains aligned with the business strategy.

 

• Client engagement and delivery excellence – Act as a senior client advisor and escalation point for UX and digital experience work. Ensure insight-led, outcome-focused delivery across discovery, research, service design and UX/UI design including journey definition and service blueprinting. Lead or support complex delivery, provide quality assurance, facilitate senior workshops and presentations, and ensure insight-led, outcome-focused delivery across discovery, research, strategy and design

 

• Presales, growth and transformation conversion – play a key role in presales and early stage shaping of opportunities, defining value propositions, delivery models, scope, estimates and risks. Define experience-led transformation approaches that incorporate service design, operating model thinking and end-to-end journey orchestration not only digital UX delivery. Work alongside sales and transformation leaders to quality opportunities, shape proposals, optimise and validate written tenders’ submissions alongside our bids team, support mobilisation and protect margins through delivery success

 

• Cross-functional collaboration – Work alongside colleagues in Technology, Data and Strategy to design integrated services spanning systems, processes and user experiences, ensuring alignment between customer journeys and operational delivery. integrated, multidisciplinary solutions. Support large transformation programmes through advisory input, discovery, mobilisation planning and light-touch assurance post-launch

 

• Thought-leadership & Proposition Development – Contribute to internal and external thought leadership, develop points of view and repeatable frameworks, and help shape propositions that strengthen market differentiation and client impact.

 

• Contribution to transformation strategy and opportunity shaping – Act as a key contributor to large complex transformation opportunities through a lens of user-centred and service-led design ensuring experiences are viable operationally as well as desirable for users. Reframe and elevate client asks into clear, outcome-led transformation programmes, qualify opportunities to ensure they are winnable, deliverable and margin-protective before pursuit.

 

 

Minimum skills and experience:

• Senior leadership experience in UX, User Research, Service Design or Digital Experience within a consultancy or complex organisation.
• Experience leading or delivering service design and end-to-end journey design including service blueprinting or cross-channel experience definition
• Proven experience leading multidisciplinary teams and managing senior practitioners.
• Strong hands‑on background and demonstrable advocacy on user‑centred design, accessibility and research methodologies.
• Experience overseeing complex client delivery with accountability for quality and outcomes.
• Demonstrable commercial experience including scoping, estimation, utilisation, risk management and margin awareness.
• Experience supporting or leading presales, written public-sector bids and senior client pitches
• Strong stakeholder management skills with senior client leaders.
• Experience working across strategy, delivery and sales functions.
• Excellent communication, facilitation and decision‑making skills.

 

 

Preferred skills and experience:

 

 

• Exposure to regulated, enterprise or public‑sector environments.
• Background working in multidisciplinary environments
• Experience shaping service design propositions or operating model transformation
• Experience integrating qualitative insight with data, analytics or technology platforms.
• Thought leadership experience (frameworks, POVs, speaking, publishing).
• Knowledge of accessibility, inclusive design and ethical research practices.
• Familiarity with emerging trends including AI‑assisted design and research.

 

 

What we can offer you

We don’t settle for people that can just do the job, we look for people that are constantly trying to push the boundaries and improve what we do. This is what makes CACI a great team to be a part of.

Innovation is hugely important to us and we guarantee everybody in the business gets to spend 5% of their time innovating and training. If you are an innovative thinker and like to challenge the norm, coming up with new ways of doing things, then you will be surrounded by likeminded people at CACI.

The team’s goal is to be the biggest, and best, consultancy and campaign provider sharing top quality insights and campaigns using cutting edge technology. As a member of our team, you will be key to helping us achieve this goal.

Progression

We understand that your career progression is important to you. Unlike many organisations, promotions happen twice a year at CACI. This gives you more opportunities to progress. At CACI people get promoted on merit, when they are ready. This means that your career is completely in your own hands and there is never a ceiling for your progress.

Everyone’s career path is different. We welcome people exploring different areas and trying out new skillsets. Just because you start off down one path doesn’t mean you are committed to it indefinitely. At CACI you have the freedom to carve your own career path.

Flexibility

The key to our success is our teamwork and collaboration and that tends to work best when we are all in the office working together. That said, we fully appreciate that everyone leads busy lives and we can’t always be in the office. This is why we embrace flexible working. Currently we are asking our team to be in the office up to 3 days a week, we believe we work best when we are together and can collaborate in our environment and want to encourage spending time together and with our clients.

Development

Your development is key and is a top priority for the team. We offer 3 types of training: externally run consulting courses, externally run bespoke courses and internal courses. Everyone has different training requirements which means everyone has their own training plan. A bespoke training plan will be created for you when you join.

Benefits

We have a range of benefits on offer to support you. We have a comprehensive list of schemes ranging from pension plans to health and wellness policies, in addition you can opt into a selection of flexible benefits to meet your personal needs.

For more information on CACI please visit our website (www.caci.co.uk) or contact Jess Wilkie ([email protected])