Shell Customer Experience Design Lead in London, United Kingdom


Job Title:

Customer Experience Design Lead

No. of Positions:


Job Description:

An unmissable opportunity to stretch your creative customer-centric design leadership skills with an award-winning team working on highly visible global concepts.

What’s the role?

At Shell, treating our customers as guests, on and off our garage forecourts is a key ambition. Join us and you’ll relish the opportunity to make an impact on millions of consumers and to play a leading role with an award-winning retail design team.

Your work will span product concepts, service models, customer journeys, industrial designs, system maps and infographics. You’ll design new ways customers can interact with us using technologies such as Chatbot, Voice and AI.

You’ll also partner with our Site Format Design Team to ensure a joined up customer experience – where our digital channels meet the in-store experience.

Broadly, there are two different strands to this role:

  • You’ll work very closely with our business teams and product owners to manage all delivery aspects of CX and UI/UX with a focus on digital experiences. You’ll be a thought leader on customer experience research and design (backed by quantitative and qualitative research). And you’ll lead our thinking from ideation, refinement and prototyping of Customer Journeys, using an Agile delivery approach.

  • You’ll be a leader to our talented team of CX/UI/UX designers, working with them to quickly produce multiple concepts and prototypes. It’s about knowing when to apply pixel-perfect attention to detail, and when a low-fi sketch or prototypes can convey your ideas. Over time, you’ll grow our digital resource, making sure we have the right skills both in house and externally.

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Country of Work Location:

United Kingdom

Company Description:

Shell started operations in the United Kingdom more than 110 years ago. Since then we have grown into a leading innovative oil and gas company that rewards its employees by investing heavily in their careers and learning. Our people are our greatest asset, and our commitment to your career will see you thrive in a work environment that offers an industry-leading development programme. When your ideas travel, Shell will benefit and innovation will thrive. Shell has a key role to play in helping meet the UK’s growing energy demand, whilst using innovative technologies to develop cleaner energy. We are the largest FTSE 100 company in the UK by market capitalisation, and make a significant contribution to the UK economy. As well as processing 35% of the gas coming into the UK, we serve more than four million customers at our filling stations each week. Shell employs some 6,400 skilled staff as well as many contractors.


Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell is an Equal Opportunity Employer.

Work Location:

London - Shell Centre


What we need from you

Alongside a degree in graphic design (or a related discipline), you’ll bring us strong professional retail design experience in a multidisciplinary environment. Your portfolio demonstrates your instinctive human-centred design capabilities across a diverse range of projects. You’re in your element developing concepts and you’ve shown you can work confidently on product prototyping and testing, future visioning and strategy development, whether you’re using your hand sketching skills or industry-standard design software such as Sketch, Photoshop, Illustrator and InVision.

On top of that, we’re keen to hear from men and women with the following on their CVs:

  • A proven ability to deliver good quality work to strict deadlines and client expectations – both personally and through your team.

  • Excellent problem-solving skills and familiarity with the technical constraints and limitations when designing for platforms such as desktop and mobile, conversational and voice interfaces, Android and iOS apps.

  • Significant experience with ethnographic research (quantitative and qualitative), design sprints, conceptual development and industrial design

Finally, strong all-round people skills are a must. You’ve shown you can manage people and collaborate with product managers, engineers, and other designers to deliver top design products and services. Ideally, you’ve done this in a similar cross-functional or matrix organisation.

Our values

Shell is a company with shared values. Honesty, integrity, and respect aren't simply a strapline: they are a part of everything we do. What's more, Shell is an equal opportunities company, and we place the highest possible value on the diversity of our people and our inclusive approach.

Join us and you’ll belong to a world where you can feel pride in your achievements and propel your career with global opportunities

Women’s perspective

We care deeply about fostering a truly diverse workplace. We believe in doing everything we can to make Shell as flexible, appealing and supportive a place for women to work as possible. And we've retained our title as a top employer for women in the Times again in 2017.

We help with things like our formal (and informal) flexible working. Like our global and transparent pay policies backed by a leadership team fully supportive of our diversity ambitions. And we'll help foster your career through our Women's Career Development programme and our extensive Women's Network.

People with an impairment

At Shell, we're all about top talent. End of story. We want to encourage those of you who may face an impairment to regard Shell as a place where you'll be fully supported to grow and develop your career. It's as simple as that.

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