Experience Designer, Future Experience

About the role

Working under the Director of Future Experience, you will bring Coates' future experience ambition to life by translating emerging customer needs, behavioural shifts and technology possibilities into clear hypotheses and testable concepts. The role connects discovery with experimentation across physical, digital and service environments.

Key responsibilities

• Investigate customer, operational and business behaviours through contextual research, field observation, interviews and stakeholder engagement to identify unmet needs and emerging opportunities.
• Map end-to-end experiences across people, processes, physical environments and technology to reveal dependencies and opportunities for improvement or transformation.
• Synthesise research, behavioural insights, business signals and emerging trends into clearly framed experience opportunities, hypotheses and assumptions.
• Design experiments and validation activities with clear learning objectives and evaluation criteria.
• Translate insights and hypotheses into future‑state journeys, service concepts, interaction models, and interactive prototypes at the appropriate level of fidelity, collaborating with technical and design specialists.
• Facilitate collaborative discovery, ideation and evaluation activities with internal teams, clients and partners to build shared understanding and challenge existing assumptions.
• Capture and communicate research findings, experiment results and future opportunities through clear demonstration narratives, scripts and supporting materials for executive and client stakeholders.
• Develop and leverage reusable patterns, templates and assets to improve the speed and consistency of exploration, prototyping and iteration.

Required profile

• Demonstrated experience in experience, interaction, service or product design.
• Strong portfolio covering concept development, journey design, interface design and prototyping.
• Experience conducting or supporting concept validation and usability testing.
• Understanding of accessibility, inclusive design and design‑system principles.
• Experience collaborating with engineering and product teams in ambiguous, early‑stage environments.

Required skills

• Proficiency in Figma.
• Proficiency with contemporary design and prototyping tools.

What we offer

• Annual market‑competitive bonus program.
• Thrive Program with flexible work options, dedicated health and wellbeing time, Global Wellness paid day off, and a Give Back Day.
• Opportunities for rapid career advancement within a global, award‑winning technology company.