User Experience Manager

Lloyd's Register
Location: Athens, London
About The Role
The User Experience (UX) Manager plays a pivotal role in embedding user-centred thinking across digital products and services by overseeing the work of external UX agencies. This role ensures that all UX activities—though externally delivered—are strategically aligned with business goals, user needs, and internal standards. The UX Manager supports product innovation, continuous improvement, and customer satisfaction by integrating user insight into every stage of the design and delivery process.

What We Offer You

• The opportunity to work for an organization that has a strong sense of purpose, is values-driven and helps colleagues to develop professionally and personally through our range of people development programs.

The Role

• Oversee External UX Delivery: Manage relationships with external UX/UI agencies and freelancers. Review and approve research plans, design deliverables, and usability testing outputs. Ensure agency outputs meet internal standards for accessibility, usability, and brand alignment.
• Embed User Insight into Strategy: Translate business and customer insights into actionable UX strategies. Champion user needs across product and service development.
• Ensure user research findings are embedded into decision-making.
• Collaborate Across Functions: Work closely with product managers, product owners, and marketing teams to integrate UX into agile workflows. Facilitate co-creation workshops and design sprints with internal stakeholders and agency partners.
• Governance & Continuous Improvement: Establish and maintain UX guidelines and best practices for external partners. Monitor and evaluate the effectiveness of UX solutions using analytics, A/B testing, and user feedback. Drive iteration cycles based on performance data and evolving user needs.
• Advocate for UX Culture: Act as a UX ambassador within the organisation. Coach internal teams on interpreting and applying UX insights. Present research and design outcomes to stakeholders in a compelling, data-driven narrative.
• Product Support: Collaborate with the Product Team to support the initiation and development of both new and existing products and services.
• Team Culture & Leadership: Role model within the team, supporting collaboration, coaching, performance management, talent/succession planning, training, development and cross-skilling to build and sustain a high-performance culture.

What You Bring

• Strong understanding of UX research and design methodologies.
• Ability to evaluate and guide agency work across the full UX lifecycle.
• Excellent communication and negotiation skills to manage expectations and align cross-functional teams.
• Experience presenting UX insights and design rationale to senior leadership.
• Proven ability to manage external vendors, including scoping, budgeting, and performance tracking.
• Comfortable using data to inform decisions—e.g., usability metrics, customer feedback, and behavioural analytics.
• Familiarity with tools like Figma, Miro, or Adobe XD (for reviewing agency work).
• Understanding of accessibility standards (e.g., WCAG) and inclusive design.
• Ability to lead without direct authority, especially in a matrixed or agency-led environment.
• Experience fostering a user-first culture across non-design teams.
• Degree in Human-Computer Interaction, Psychology, Design, or related field (or equivalent experience) is a plus
• Passionate about user experience research and design
• Results driven, self-motivated and tenacious; able to work autonomously or as a collaborative team player
• Strong planning and organisation skills