Digital Experience & Design Lead

Company Description

Job Description

Innovation at the core. Powering a smarter future.

At Vector, we believe innovation is the key to a cleaner, more connected future and that starts with the experiences we create for our customers.

We’re rethinking how customers interact with our services, designing experiences that are simpler, more human, and more connected across every touchpoint. By bringing together customer insight, service design, and digital capability, we’re shaping a future that works better for the people we serve

Vector: Pioneering the future of energy.

We collaborate globally to bring new thinking and leading-edge capability into our ecosystem, combining digital innovation with real-world impact.

Our network isn’t just evolving, our customer experience is too. From digital tools to service transformation, we’re committed to creating experiences that are seamless, intuitive, and truly customer-first.

We’re building something different. This is your opportunity to shape how design shows up not just within digital, but across the broader customer experience landscape.

The role

We’re looking for a Digital Experience & Design Lead to play a pivotal role in shaping how digital experience design operates across our business.

This is an exciting leadership role, sitting at the intersection of service design and UX/UI, in strong partnership with Customer Experience. On a typical week you can expect to:

• Lead end-to-end experience and service design across complex initiatives
• Bring a fresh perspective, helping evolve and strengthen how we approach experience design
• Connect customer insight, journey design, and digital delivery into a cohesive approach
• Partner closely with Customer Experience, Digital, and Delivery teams to embed design into decision-making
• Lead and coach a team of two, supporting growth and elevating overall design capability

You’ll operate across both strategy and delivery, with a strong hands-on component, shaping experiences from early discovery through to validation and execution.

A key part of the role will be:

• Elevating service design and customer journey thinking within digital and delivery contexts
• Working alongside strong UX/UI capability already in place
• Acting as a bridge between business, technology, and Customer Experience teams

This is an opportunity to step into a pivotal moment, helping define what great digital experience design looks like and how it contributes to both customer and business outcomes.

Who are we looking for?

You’re someone who brings both depth of experience and a fresh lens.

You might come from a background in:

• Service design
• UX / experience design
• Digital product or transformation environments

What matters most is how you think.

You bring:

• Strong experience leading end-to-end experience or service design in complex environments
• Deep capability in customer journey mapping, research, and insight-driven design
• A passion for understanding customers and solving problems in creative, human-centred ways
• The ability to operate in ambiguity, turning unclear problems into clear direction
• Confidence influencing senior stakeholders and shaping decisions

And importantly, you are:

• Customer-obsessed: always starting with the human experience
• Curious and thoughtful: open to new ideas and ways of working
• A natural connector: bringing people, ideas, and disciplines together
• Comfortable balancing hands-on design and strategic thinking

Experience working in complex environments (e.g. infrastructure, transport, or operational businesses) will be highly valuable, given the scale and nature of what we deliver.

Why Vector

We know that great outcomes come from great people, and we’re committed to creating an environment where you can thrive:

• Shape meaningful work that directly impacts customers and the communities we serve
• Work in a business that is actively investing in digital, customer experience, and innovation
• Be part of a team that values fresh thinking, curiosity, and continuous improvement
• Grow your career through development opportunities, learning, and progression pathways
• Bring your whole self to work, we value diverse perspectives and the ideas they unlock

Apply now!

Applications close by 3 July 2026; however, interviews may be held sooner, apply today!

We know that some people may hesitate to apply if they don’t meet every single requirement. If this role excites you, we encourage you to apply anyway. Your skills, perspective, and potential may be exactly what we’re looking for.

Qualifications

Additional Information

We know that some people may hesitate to apply if they don’t meet every single requirement. If this role excites you, we encourage you to apply anyway - your skills, enthusiasm, and unique perspective could be just what we’re looking for.

Vector values diversity in all its forms and welcomes people of all backgrounds, experiences, identities and abilities to be part of our team.