Role Overview: As the Head of Design in our Customer Lifetime Value theme, you will play a pivotal role in shaping the user experience for both new and existing customers to Trainline. You will lead a team that works on key pillars of acquisition, engagement and retention and you will be responsible for driving a creative culture that balances strong customer + commercial inputs.  

You will report into the Director of UX and be expected to forge great working relationships with other leaders across commercial, data, tech and research teams within the business vertical. This role requires a strategic thinker who can balance ambitious commercial goals with a strong focus on customer needs. Your hands-on craft needs to be sharp, and you should possess unwavering passion for design and its ability to solve today and tomorrow's customer problems. A successful candidate will have a strong point of view and finger on the pulse of what it takes to make a great first brand impression and build healthy, long-term customer habits.   Responsibilities: Strategic Thinking: 

• Collaborate with the leadership team to define a core part of the company's product vision and UX strategy. 

• Drive UX initiatives that align with the company's overall mission and goals. 

• Identify opportunities for innovation and differentiation throughout the customer funnel 

• Leverage data and insights to inform design decisions and enhance the user experience. 

Balancing Commercial Goals with Design Thinking: 

• Champion the importance of user-centred design and advocate for the customer in all decision-making processes. 

• Collaborate with the product, marketing, and sales teams to balance business objectives with exceptional user experiences. 

• Conduct user research and gather feedback to inform product improvements and enhancements. 

• Ensure that design solutions are aligned with brand guidelines and standards while meeting commercial objectives. 

Cross-Functional Leadership: 

• Lead and mentor a team of 3-4 designers providing guidance, inspiration, and support.  

• Foster a collaborative and inclusive culture that values diverse perspectives and promotes continuous learning. 

• Collaborate with stakeholders across the organization, including product managers, engineers, and executives, to drive alignment and execute on design projects. 

• Communicate design strategies, concepts, and rationale effectively to stakeholders at all levels. 

Hands-On Craft: 

• Maintain a deep understanding of current design trends, best practices, and emerging technologies. 

• Continuously refine your own design skills and stay up to date with the latest industry developments across acquisition models and retention strategies 

• Take a hands-on approach to design, leading by example and producing high-quality design deliverables. 

• Ensure designs are visually appealing, user-friendly, and aligned with the company's brand identity. 

• Proven experience working in commercially driven environments within fast-growing, consumer facing tech companies at scale. 

• A strong portfolio highlighting a breadth of UX design work across web and mobile applications with clear end-to-end process (discovery > delivery) evident. 

• A leadership record that demonstrates an insatiable passion for creativity, where teams know how to have fun but get stuff done. 

• Candidate must be able to talk to leading teams that have had high levels of engagement, personal and collective growth and where customer + commercial success has been achieved. 

• Proven experience of where and how design directly contributes to commercial success. 

• Will have operated as a designer and leader in a data-driven organisation and knows the power of design x data 

• Will have worked on projects that involve high levels of personalised UX, including identifying and leveraging HVA's throughout the customer journey 

• Experience with forming bold visions that have meaningful monetisation plays woven sensitively through the user journey