Lead UX Designer

We're looking for a hands-on UX champion who can turn research insights into simple, elegant journeys and build a cohesive, scalable design system. You'll collaborate with Product, Engineering, and Marketing to craft intuitive experiences across our product suite, from core workflows to AI-powered enhancements.

Deskpro builds modern helpdesk software used by thousands of organisations worldwide to manage multichannel customer support. Our platform is feature-rich and highly configurable, it's used by teams of all sizes, from startups to global enterprises, and has both internal and customer facing use-cases.

With that depth comes complexity: our user experience needs to evolve to match the scale and sophistication of our product. This is where you come in.

The opportunity

You'll play a foundational role in establishing a unified design vision, championing usability, and shaping user experiences across our product suite. Whether it's providing strategic insight, or solving real-world user experience challenges across the product, you'll contribute to delivering user-centred solutions that enhance both user satisfaction and our competitive advantage.

What you'll do

• Partner closely with Product, Engineering, and Marketing to develop intuitive user journeys that align with customer expectations and business goals.
• Lead design efforts from discovery to delivery, with an emphasis on clarity, usability, and reducing cognitive load.
• Champion the creation and adoption of a coherent, scalable design system, ensuring brand consistency across Deskpro's product suite.
• Foster a user-centred design culture through regular user research and usability testing, to inform design decisions and bring the voice of the customer into every iteration.
• Establish lightweight, efficient processes for design collaboration.
• Take a hands-on approach: creating wireframes, prototypes, high-fidelity UI, and product copy when needed.
• Provide strategic, UX driven insight for innovative product features, particularly around emerging technologies such as AI.
• Act as an advocate for UX best practices across Deskpro, mentoring team members and stakeholders about UX methodologies, and fostering an effective, collaborative design culture.

This role is about improving how Deskpro works, not just how it looks.

What you might be working on

• Redesigning and streamlining user onboarding processes to improve trial conversion rates.
• Improving navigation and accessibility in workflow builders.
• Making multi-channel customer interactions seamless and intuitive.
• Developing intuitive UX patterns for integrating emerging AI-driven features across Deskpro's product suite.
• Lead comprehensive UX audits to identify areas of improvement and provide actionable strategic recommendations.
• Help teams identify incremental improvements that make a big difference to daily user workflows.

Key responsibilities

• Lead UX vision and practice
• Develop and champion consistent design principles, patterns, and accessibility standards.
• Manage the end-to-end design process, from discovery and prototyping to validation, specification, development, and delivery.
• Mentor team-members and advocate for UX best practices.

• Build and maintain a scalable design system
• Develop a design system covering typography, colour, UI components, interaction patterns, and documentation.
• Support adoption across product, engineering, and marketing teams to ensure consistent implementation.
• Coordinate regular user testing, interviews, and research.
• Translate user pain points and support insights into actionable design improvements.
• Collaborate across teams
• Work closely with Product Managers to define clear problem statements, success metrics, and validated design hypotheses.
• Partner with Engineering to ensure designs are feasible and implemented accurately.
• Coordinate with our Product Marketing Manager to align in-product copy, visual consistency, and brand voice.