UX lead

📍 Job Overview

Job Title: UX Lead Company: KPN Location: Rotterdam, South Holland, Netherlands Job Type: Full-time Category: User Experience (UX) Leadership / Design Strategy Date Posted: May 07, 2026 Experience Level: 10+ years Remote Status: Hybrid (Implied by office location and company culture emphasis)

🚀 Role Summary

• Lead and define the overarching UX strategy for KPN Zakelijk, ensuring UX principles are embedded in strategic decision-making and driving UX maturity across the organization.
• Inspire, coach, and manage a team of UX/UI designers and researchers within a complex matrix organizational structure, fostering a high-performance culture focused on quality and consistency.
• Develop and implement robust UX processes, frameworks, and standards to establish a strong and effective UX 'way of working' across diverse digital ecosystems.
• Act as a key advocate for UX, building strong relationships and gaining buy-in from stakeholders across product, technology, and marketing departments to drive cross-functional collaboration.
• Strategize and execute initiatives to break down organizational silos, promoting seamless integration and consistent user experiences across multiple customer segments and digital touchpoints.

📝 Enhancement Note: While the role is titled "UX Lead," the description emphasizes strategic leadership, team management, and process development over hands-on design. The hybrid nature is inferred from the specific office address provided and the general trend in modern tech companies for leadership roles. The "10+ years" experience level is an extrapolation based on the "minimum 8 years of experience in UX, several years in a leading role" requirement, suggesting a candidate with significant depth.

📈 Primary Responsibilities

• Develop, articulate, and continuously refine the UX vision and strategic roadmap for KPN Zakelijk, ensuring alignment with broader business objectives and market demands.
• Oversee the quality, consistency, and effectiveness of UX deliverables across all digital products and services, establishing and enforcing design standards and best practices.
• Provide direct leadership, mentorship, and career development support to a team of UX/UI designers and researchers, fostering a collaborative and growth-oriented environment.
• Design, document, and implement standardized UX processes, including user research methodologies, design sprints, usability testing protocols, and feedback loops.
• Champion the integration of user-centered design principles into all stages of the product development lifecycle, from ideation and concept validation to iterative refinement and launch.
• Cultivate strong collaborative relationships with product managers, engineering leads, marketing teams, and other key stakeholders to ensure seamless cross-functional alignment and unified customer journeys.
• Actively manage and influence stakeholders at various levels within a complex matrix organization, navigating competing priorities and ensuring UX considerations are integral to strategic planning and execution.
• Drive initiatives to enhance UX maturity within the organization by conducting assessments, identifying gaps, and implementing targeted training and development programs.
• Facilitate knowledge sharing and best practice dissemination across UX teams and wider organizational units to foster a culture of continuous learning and improvement.
• Analyze user feedback, usage data, and market trends to identify opportunities for UX innovation and optimization, translating insights into actionable strategies.

📝 Enhancement Note: The primary responsibilities are structured to reflect a strategic leadership role focusing on process, team development, and organizational influence, rather than individual design contributions. Emphasis is placed on driving UX maturity and embedding UX into strategic decision-making, aligning with the "UX Lead" title.

🎓 Skills & Qualifications

Education:

• HBO/WO (Bachelor/Master) level of work and thinking.

Experience:

• Minimum of 8 years of experience in User Experience (UX) design and strategy.
• Several years of demonstrated experience in a leadership role, managing and developing UX teams.
• Proven track record of success within complex matrix organizations, adept at navigating diverse stakeholder interests and reporting lines.
• Extensive experience in developing and implementing UX strategies, design systems, and user-centered design principles.
• Substantial experience in stakeholder management, effectively influencing decisions across various organizational levels.

Required Skills:

• UX Strategy Development: Ability to define and execute a comprehensive UX vision and strategic roadmap.
• Team Leadership & Coaching: Proven capability to lead, mentor, and develop a team of UX professionals.
• Stakeholder Management: Expertise in building relationships and influencing stakeholders across product, tech, and marketing.
• User-Centered Design (UCD): Deep understanding and practical application of UCD principles and methodologies.
• Design Systems: Proficiency in establishing and leveraging design systems for consistency and efficiency.
• Matrix Organization Navigation: Demonstrated success working and leading within complex, matrixed organizational structures.
• UX Maturity Enhancement: Experience in assessing and improving the overall UX maturity of an organization.
• Process & Framework Design: Ability to develop and implement effective UX workflows, processes, and standards.
• Strategic Thinking: Capacity to think critically about long-term UX goals and their impact on business objectives.
• Cross-functional Collaboration: Skill in fostering effective teamwork and communication between diverse departments.

Preferred Skills:

• Experience with user research methodologies and translating insights into actionable design improvements.
• Familiarity with A/B testing and other quantitative methods for evaluating UX effectiveness.
• Knowledge of agile development methodologies and their integration with UX processes.
• Experience in the telecommunications or technology sector.

📝 Enhancement Note: The qualifications are expanded to detail specific skills relevant to a UX Lead role, emphasizing strategic, leadership, and organizational aspects, while ensuring keywords like "UX Strategy," "Matrix Organization," and "Stakeholder Management" are integrated. The educational requirement is clarified as equivalent to a Bachelor's or Master's degree.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Strategic Impact Showcase: Demonstrations of how your leadership and strategic direction have directly influenced UX outcomes and business results.
• Team Development Examples: Evidence of your ability to coach, mentor, and grow UX teams, including examples of team structure and process improvements.
• UX Strategy Case Studies: Detailed examples of UX strategies you have developed and implemented, outlining the process, challenges, and measurable outcomes.
• Process Framework Design: Documentation or examples of UX processes, frameworks, or standards you have created and successfully implemented.
• Stakeholder Engagement Examples: Case studies illustrating how you have managed complex stakeholder relationships and achieved consensus on UX initiatives.

Process Documentation:

• UX Way of Working: Showcase your approach to defining and documenting a comprehensive UX 'way of working,' including research, design, testing, and collaboration protocols.
• Design System Implementation: Examples of how you have contributed to or led the implementation and adoption of design systems.
• Cross-functional Workflow Integration: Evidence of creating integrated workflows that seamlessly connect UX with product, engineering, and marketing teams.
• Maturity Model Application: Illustrate how you have used or developed UX maturity models to identify organizational gaps and drive improvements.

📝 Enhancement Note: This section is tailored to the specific requirements of a leadership role in UX, emphasizing strategic contributions, team development, and process implementation rather than individual design projects. The focus is on showcasing leadership capabilities and strategic thinking through portfolio examples.

💵 Compensation & Benefits

Salary Range:

• Minimum Gross Monthly Salary: €5,190
• Maximum Gross Monthly Salary: €7,803
• This range is based on 40 hours per week and is dependent on your work experience and the final assessment during the hiring process.

Benefits:

• Financial:
  • Fixed 13th-month salary, paid partly monthly and partly in January.
  • Annual individual and collective salary increases as per the Collective Labour Agreement (CAO).
  • €1,500 annual employability budget for training, coaching, and courses.
  • Flexible leave days, to be determined in consultation with the manager.
• Work Environment & Equipment:
  • Home office setup allowance, including a mobile phone and laptop.
  • Excellent pension scheme: KPN contributes 16% and you 7% (total 23% of pensionable salary).
• Perks & Discounts:
  • 50% discount on KPN products and services.
  • Generous travel expenses: full reimbursement for public transport costs or €0.23 per kilometer for car travel.
  • Bicycle reimbursement: €0.40 per kilometer for cycling.
  • Option to purchase a lease bicycle (e-bikes, race bikes, etc.) with monthly KPN contribution for permanent contracts.

Working Hours:

• 40 hours per week.

📝 Enhancement Note: The salary range and benefits are directly extracted from the provided text. The "Hybrid" work arrangement is inferred as the role is described with a specific office location in Rotterdam, and modern leadership roles typically offer flexibility, though not explicitly stated as remote-eligible. The "10+" experience level is an estimation derived from the "minimum 8 years, several years in leadership" requirement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications Company Size: Large (KPN is a major telecommunications provider in the Netherlands, typically employing thousands of people) Founded: 1852 (KPN has a long history, indicating stability and established processes but also a need for continuous innovation).

Team Structure:

• Dual Structure: You will operate within two contexts: a multidisciplinary team focused on the KPN.com environment and a matrix structure guiding UX designers across various 'my-environment' segments.
• Ambitious & Professional: The UX team is characterized by its ambition, professionalism, and a commitment to continuous development.
• Collaborative Ecosystem: UX designers work closely with product teams, data analysts, and marketing professionals, emphasizing a strong belief in collaboration and knowledge sharing.

Methodology:

• Data-Driven Decision Making: Implied by the collaboration with data teams, suggesting that UX decisions are informed by user analytics and performance metrics.
• User-Centric Approach: The core of the role and the team's ethos is a deep focus on understanding and serving customer needs.
• Agile & Iterative Development: The mention of multidisciplinary teams and collaboration with product development suggests adoption of agile methodologies.

Company Website: https://www.kpn.com/

📝 Enhancement Note: Company context is inferred from the company name "KPN" (a well-known Dutch telecom provider) and general knowledge of large corporations in this sector. The team structure is directly extracted and interpreted from the "Beschrijving van het bedrijf" section.

📈 Career & Growth Analysis

Operations Career Level: Senior Leadership / Management This role represents a significant step into senior leadership within the UX domain. As a UX Lead, you are responsible for setting strategic direction, managing a team, and influencing organizational processes and culture. This position is critical for shaping how KPN Zakelijk understands and implements user experience, impacting customer satisfaction and business outcomes.

Reporting Structure: You will report into a leadership position overseeing digital product development or customer experience for KPN Zakelijk. You will also manage UX designers who are embedded within various 'my-environment' product teams, operating under a matrix structure. This requires strong skills in managing dotted-line reporting relationships and influencing without direct authority.

Operations Impact: The UX Lead has a direct and substantial impact on the company's revenue and strategic decision-making by:

• Ensuring digital products and services are intuitive, efficient, and meet customer needs, thereby improving conversion rates, customer retention, and lifetime value.
• Integrating UX considerations into strategic planning, ensuring new product development and service offerings are market-ready and customer-aligned.
• Driving organizational efficiency by standardizing UX processes and fostering collaboration, reducing development cycles and rework.
• Enhancing brand perception and customer loyalty through consistently positive user experiences.

Growth Opportunities:

• Senior Leadership Advancement: Potential to progress to Head of UX, Director of Digital Experience, or similar senior executive roles within KPN or other large organizations.
• Strategic Specialization: Opportunity to deepen expertise in specific areas such as UX strategy, design systems architecture, or digital transformation leadership.
• Broader Organizational Influence: Develop skills in change management and organizational development, potentially moving into roles focused on digital transformation or customer strategy.
• Continuous Learning: Access to the €1,500 annual employability budget for training, coaching, and courses allows for ongoing skill development in leadership, strategy, and emerging UX trends.

📝 Enhancement Note: This analysis focuses on the career trajectory and impact specific to a UX Lead role, framing it within the context of operations and strategic business contribution. The matrix structure is highlighted as a key element of the role's complexity and growth potential.

🌐 Work Environment

Office Type: Corporate Office Environment The role is based in Rotterdam, suggesting a professional, corporate setting typical of a large telecommunications company like KPN. This environment likely fosters structured workflows and opportunities for in-person collaboration.

Office Location(s):

• Wilhelminakade 123, 3072 AP Rotterdam, Netherlands. This specific address indicates a physical presence and implies that hybrid work will involve regular attendance at this location.

Workspace Context:

• Collaborative Hub: The office likely serves as a central point for team meetings, cross-functional workshops, and strategic planning sessions, facilitating direct interaction with product teams, data analysts, and marketing.
• Technology & Tools: Access to standard corporate IT infrastructure, including a mobile phone and laptop, will be provided. The company's emphasis on technology suggests a modern and well-equipped workspace.
• Team Interaction: Regular opportunities to engage with the UX team and colleagues from various departments, promoting a culture of knowledge sharing and collaborative problem-solving.

Work Schedule:

• The standard work week is 40 hours. While not explicitly stated as remote-flexible, the hybrid nature implies a blend of in-office and potentially home-based work, allowing for structured workdays that accommodate focused work and team collaboration.

📝 Enhancement Note: Details on the work environment are inferred from the provision of a specific office address and general knowledge of corporate office settings, emphasizing the collaborative and structured aspects relevant to a leadership role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess alignment with the UX Lead requirements, focusing on strategic leadership and team management experience.
• Hiring Manager Interview: Discussion with Quinten Wilbrink (Recruiter) to gauge initial fit, understand your career aspirations, and provide an overview of the role and team.
• Stakeholder Interviews: Meetings with key stakeholders from Product, Technology, and Marketing to evaluate your ability to collaborate, influence, and integrate UX into their domains. This stage will likely involve presenting case studies from your portfolio.
• Team Interview/Workshop: Interaction with members of the UX team and potentially other UX designers to assess your leadership style, coaching capabilities, and cultural fit. You may be asked to present on your approach to UX strategy or team development.
• Final Interview: A conversation with senior leadership to discuss strategic vision, organizational impact, and final alignment with KPN's goals.

Portfolio Review Tips:

• Strategic Focus: Curate examples that clearly demonstrate your strategic thinking, leadership in defining and executing UX vision, and impact on business objectives. Highlight how you've driven UX maturity.
• Team Leadership Evidence: Include case studies or descriptions of how you have built, managed, and mentored UX teams, showcasing your coaching approach and success in matrix environments.
• Process & Framework Examples: Showcase your ability to design and implement robust UX processes, design systems, or frameworks that have led to improved efficiency and consistency.
• Stakeholder Management Narratives: Present specific examples of how you have successfully navigated complex stakeholder landscapes, built consensus, and influenced decision-making.
• Quantifiable Results: Wherever possible, use data and metrics to demonstrate the tangible impact of your leadership and UX initiatives (e.g., improved conversion rates, reduced support tickets, increased user satisfaction scores).

Challenge Preparation:

• Be prepared to discuss your approach to developing a UX strategy for a large organization like KPN.
• Practice articulating how you would foster collaboration and break down silos between product, tech, and marketing.
• Prepare to discuss how you would measure and improve UX maturity within a complex matrix organization.
• Have specific examples ready to illustrate your leadership style, coaching methods, and experience with managing UX teams.

📝 Enhancement Note: The application process and portfolio review are detailed with operations-specific advice, focusing on demonstrating strategic leadership, process implementation, and team management capabilities relevant to a UX Lead role.

🛠 Tools & Technology Stack

Primary Tools:

• UX/UI Design & Prototyping: While not hands-on, familiarity with industry-standard tools such as Figma, Sketch, Adobe XD, InVision, etc., is expected for understanding team workflows and capabilities.
• User Research Platforms: Experience with tools for surveys, interviews, usability testing (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Maze).
• Collaboration & Project Management: Tools like Jira, Confluence, Asana, Trello, Miro, Mural for workflow management, documentation, and collaborative ideation.

Analytics & Reporting:

• Web Analytics: Proficiency with tools like Google Analytics, Adobe Analytics for understanding user behavior and measuring UX impact.
• Data Visualization: Familiarity with tools such as Tableau, Power BI, or Looker for presenting data insights to stakeholders.
• Product Analytics: Tools like Amplitude or Mixpanel for in-depth user journey analysis and feature adoption tracking.

CRM & Automation:

• CRM Systems: While not directly managed, understanding how UX integrates with CRM platforms (e.g., Salesforce) to influence customer journeys is beneficial.
• Marketing Automation: Awareness of how UX impacts marketing campaigns and customer engagement via platforms like Adobe Marketing Cloud or similar.

📝 Enhancement Note: The technology stack is inferred based on typical tools used by UX teams and leadership in large tech/telecom companies, focusing on areas relevant to strategy, team enablement, and data analysis, rather than direct design execution.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the needs of KPN's business customers, ensuring that all digital interactions are positive and effective.
• Collaboration & Knowledge Sharing: A strong emphasis on teamwork, open communication, and the exchange of ideas and best practices across disciplines and teams.
• Professionalism & Ambition: A dedication to high standards of work, continuous improvement, and striving for excellence in all UX endeavors.
• Strategic Impact: A focus on ensuring UX efforts directly contribute to KPN's business objectives and strategic goals, demonstrating measurable value.
• Agility & Adaptability: A willingness to embrace change, iterate on processes, and adapt to evolving customer needs and market dynamics.

Collaboration Style:

• Cross-functional Integration: Actively fosters seamless working relationships between UX, Product Management, Engineering, Marketing, and Data teams to ensure a unified approach to product development and customer experience.
• Open Feedback Culture: Encourages constructive feedback loops within the UX team and with cross-functional partners to drive continuous improvement and identify growth opportunities.
• Empowerment & Autonomy: Promotes a culture where team members feel empowered to take ownership, experiment, and contribute innovative solutions, supported by clear strategic direction.

📝 Enhancement Note: Team culture and values are derived from the company description and the overall tone of the job posting, emphasizing collaboration, customer focus, and strategic alignment relevant to a leadership role.

⚡ Challenges & Growth Opportunities

Challenges:

• Matrix Organization Complexity: Navigating competing priorities and stakeholder needs across multiple product segments and reporting lines requires strong diplomacy and strategic influence.
• Driving UX Maturity: Elevating the organization's understanding and adoption of UX best practices in a large, established company can be a gradual process requiring persistent advocacy and demonstrable results.
• Balancing Strategy with Execution Support: As a lead, you must balance high-level strategic thinking with ensuring your team has the necessary support, processes, and resources to execute effectively.
• Maintaining Consistency Across Ecosystems: Ensuring a cohesive and consistent user experience across diverse digital touchpoints (KPN.com, 'my-environments') requires robust design systems and strong governance.

Learning & Development Opportunities:

• Advanced Leadership Training: Opportunities to hone skills in managing complex teams, strategic planning, and organizational change.
• Industry Best Practices: Staying abreast of the latest UX methodologies, design trends, and digital transformation strategies through conferences, courses, and internal knowledge sharing.
• Cross-functional Exposure: Gaining deeper insights into Product Management, Technology, and Marketing functions, broadening your understanding of the business ecosystem.
• Mentorship: Potential to be mentored by senior leaders within KPN or to mentor junior members of the UX team, fostering leadership growth.

📝 Enhancement Note: Challenges and growth opportunities are framed around the specifics of a UX Lead role in a large, matrixed organization, focusing on leadership, strategy, and organizational impact.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing and implementing a UX strategy for a large organization like KPN. How would you ensure it aligns with business objectives?"
  • Preparation: Focus on your process for research, vision setting, stakeholder alignment, and measurement. Use examples of past strategic initiatives.
• "How would you foster a culture of collaboration and knowledge sharing between UX, Product, Tech, and Marketing teams within a matrix structure?"
  • Preparation: Discuss communication strategies, shared goals, cross-functional workshops, and how you'd break down silos.
• "What metrics would you use to measure UX maturity and the impact of UX initiatives on business outcomes within a complex digital ecosystem?"
  • Preparation: Be ready to discuss qualitative (user feedback, satisfaction) and quantitative metrics (conversion rates, task success, NPS) and how they tie to business value.

Company & Culture Questions:

• "What do you know about KPN's current digital presence and customer experience, and where do you see opportunities for UX leadership?"
  • Preparation: Research KPN's websites (KPN.com, KPN Business), app offerings, and recent news. Identify potential UX strengths and weaknesses.
• "How would you lead and motivate a team of UX designers and researchers in a matrix organization, ensuring both individual growth and team cohesion?"
  • Preparation: Discuss your leadership philosophy, coaching techniques, conflict resolution, and how you build high-performing teams.
• "How do you balance the need for strategic UX vision with the day-to-day demands of product development and stakeholder management?"
  • Preparation: Explain your time management, prioritization, and delegation strategies.

Portfolio Presentation Strategy:

• Structure for Impact: Organize your portfolio around key strategic initiatives or leadership challenges. For each example, clearly articulate the problem, your strategic approach, your role as a leader, the process you implemented (or guided), the challenges faced, and the quantifiable results achieved.
• Highlight Leadership: Ensure your contributions as a leader, strategist, and team mentor are evident, not just your design skills. Use "we" when referring to team accomplishments but "I" for your specific leadership actions and strategic decisions.
• Demonstrate Process Mastery: Showcase your ability to design, implement, and refine UX processes and frameworks. Show how you've improved efficiency and consistency.
• Stakeholder Engagement Narrative: Tell stories about how you've successfully engaged with and influenced stakeholders at different levels.
• Focus on Business Value: Always connect UX efforts to tangible business outcomes – revenue, customer satisfaction, efficiency, brand perception.

📝 Enhancement Note: Interview preparation is detailed with specific operational and strategic questions relevant to a UX Lead role, emphasizing how to prepare answers that showcase leadership, strategic thinking, and impact.

📌 Application Steps

To apply for this UX Lead position:

• Submit Your Application: Use the provided link to submit your CV and a compelling cover letter through the KPN careers portal.
• Tailor Your Resume: Ensure your resume highlights your experience in UX strategy, leadership, team management, and working within matrix organizations. Use keywords from the job description and quantify your achievements whenever possible.
• Curate Your Portfolio: Select 3-5 of your strongest projects that best showcase your strategic leadership, team development capabilities, process implementation, and measurable impact. Ensure case studies are clear, concise, and focus on your leadership role and strategic contributions.
• Prepare Your Narrative: Practice articulating your experience and approach clearly and concisely. Be ready to discuss your leadership philosophy, strategic vision for UX, and how you drive organizational change.
• Research KPN: Understand KPN's business, its market position, its digital offerings, and its stated values. This will help you tailor your application and responses to demonstrate cultural fit and strategic alignment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.