Lead UX & Service Designer

Job Purpose

We are looking for a passionate and forward-thinking UX Design Lead to shape the future of digital customer experiences within DHL Express’s Life Sciences & Healthcare (LSH) sector. In this role, you will lead the design of end-to-end customer journeys, creating seamless, intuitive, and impactful experiences for a diverse set of users across complex ecosystems.

Your work will play a pivotal role in driving user-centric innovation, balancing agility with the stringent compliance needs of the LSH industry. Part of the the Digital Customer Experience CoE, you will collaborate closely with program and product leaders to elevate the customer experience across all touchpoints.

What You’ll Do

• Lead and inspire customer journey mapping, user research, and collaborative workshops to uncover insights, identify pain points, and unlock new opportunities across channels and user roles.
• Design inclusive, accessible, and meaningful service experiences; develop prototypes, run usability testing, and continuously refine solutions using feedback and performance metrics.
• Oversee and guide external vendors to deliver high-quality UX outputs, while making strategic early-stage decisions and ensuring alignment with technology roadmaps and delivery timelines.
• Champion a strong culture of cross-functional collaboration, partnering with product, operations, legal, and LSH stakeholders to influence roadmaps and embed customer-centric thinking at every stage.

Do you have what it takes?

• A Bachelor’s or Master’s degree in UX Design, Service Design, Innovation Management, or a related field.
• 5–8 years of experience leading UX, service design, or digital customer experience initiatives, ideally within logistics, Life Sciences & Healthcare, finance, or technology.
• A strong portfolio showcasing end-to-end design thinking and delivery across complex, multi-user or B2B platforms—especially within healthcare or regulated environments.
• Hands-on experience with design systems, vendor management, and leveraging data-driven insights to shape omnichannel experiences (web, mobile, and physical touchpoints).
• Proficiency in research synthesis, analytics tools (e.g., Adobe Analytics, Hotjar), UX methodologies (journey mapping, prototyping), and design tools such as Figma, Adobe XD, and Miro.
• Excellent communication skills in English, with a strong grasp of accessibility standards and inclusive design practices.