Head of Customer Design

Responsibilities

• Lead and scale the Customer Design sub-function, setting the strategic direction for the department to support business growth, customer experience, and revenue-driving initiatives across Managed Services.
• Oversee short- and long-term department planning, ensuring effective time management, resource allocation, and prioritization across customer projects, MOO collaborations, and sales enablement initiatives.
• Drive operational excellence across the team, establishing workflows, systems, and processes that improve efficiency, visibility, and turnaround times while maintaining exceptional creative quality.
• Maintain expert-level technical knowledge, evaluating, implementing, and optimizing new tools, platforms, and technologies that enhance team productivity, streamline workflows, and future-proof department capabilities.
• Champion creative excellence, applying an expert aesthetic eye to review and approve high-visibility, complex, or unique creative work, ensuring all outputs meet brand standards and customer expectations.
• Provide clear, constructive feedback, delivering and facilitating creative and performance feedback across internal teams, external partners, and senior stakeholders; actively action feedback loops to continuously improve quality and collaboration.
• Partner cross-functionally with Sales, Marketing, and Creative teams to develop high-impact sales enablement and GTM materials that support pipeline growth and customer acquisition.
• Oversee the creative execution of MOO collaborations, managing design direction, timelines, and approvals to ensure collaboration launches meet brand standards, partner expectations, and commercial goals.
• Manage complex and high-priority projects, like RFP's, providing leadership oversight on unique customer work that requires senior-level judgment and creative problem solving.
• Directly manage and mentor senior graphic designers, fostering growth, accountability, and performance, with a focus on developing future leaders.
• Build and sustain a high-performing team culture, promoting collaboration, curiosity, innovation, and continuous improvement across all levels of the department.
• Establish performance standards and success metrics, tracking team output, quality, SLA, and impact to ensure alignment with departmental and company-wide objectives.
• Represent the Customer Design sub-function at a leadership level, communicating priorities, progress, risks, and opportunities to senior stakeholders and influencing cross-functional decision-making.

About you

• Quickly identifies root causes and implements scalable solutions to operational and creative challenges.
• Navigates complex situations with confidence and sound judgment.
• Balances creative quality with efficiency when resolving competing demands.
• Expert knowledge and experience with Adobe Creative Cloud (Indesign, Illustrator, Photoshop)
• Makes timely, confident decisions with limited information when needed.
• Exercises strong creative judgment when approving design work.
• Considers long-term impact alongside immediate business needs, while always keeping the customer front of mind.
• Prioritises effectively across customer work and other commercial initiatives.
• Builds and maintains efficient workflows and processes that support consistent, high-quality delivery.
• Builds and analyzes team performance reporting with the ability to anticipate trends in demand and proactively adjust resources and timelines.
• Develops senior team members through clear expectations, actionable feedback, and ongoing support.
• Creates an environment where feedback is encouraged, constructive, and regularly applied.
• Identifies growth opportunities and actively supports career progression across the team.
• Holds team members accountable while fostering trust and encouragement"    Good coach and mentor
• Defines and communicates clear, actionable objectives for the team
• Connects the team's daily work to broader commercial and customer outcomes.
• Champions innovation, including the responsible use of AI, and continuous improvement across tools, workflows, and capabilities.
• Ability to confidently lead, inspire and mentor a department – setting clear expectations, challenging ideas, and encouraging creative experimentation    Empowers the team, does not micromanage
• Self-motivated, team player and collaborative cross-functional partner
• Ability to foster growth through weekly 121's, skip-level conversations, performance reviews, constructive feedback, and advocacy for career development opportunities    
• Ability to anticipate, design, and execute change management that ensure long-term operational success
• Relevant design degree or equivelent experience in a creative leadership or creative operations role 
• 3+ years of people management experience required
• Portfolio required    

Nice to haves

• Customer service experience preferred
• Experience with Monday.com (or similar project management tools) preferred