Faye Newton
@fayenewton
Senior UX and Service Designer with 11+ years creating customer-centred, data-driven journeys across digital and offline.
United KingdomWhat I'm looking for
I’m a Senior UX and Service Designer with over 11 years’ experience delivering customer-centred experiences end-to-end across digital and offline touchpoints. I translate customer insights, business objectives, and operational requirements into seamless, accessible, data-driven outcomes.
I’m known for leading discovery workshops, journey mapping, service blueprinting, and UX strategy—while actively managing stakeholders and mentoring design teams. In agile environments, I coach teams to use the right evidence, optimise experiences with analytics and A/B testing, and keep accessibility at the center through WCAG-compliant reviews.
I’ve driven measurable business impact, including a 25% increase in brokers completing a mortgage application journey by simplifying and modernising the broker journey. I also led a renewal experience redesign that improved customer retention by 35%, and helped embed a risk-based User-Centred Design framework to increase delivery speed, consistency, and pragmatic decision-making without process bloat.
Experience
Work history, roles, and key accomplishments
Senior UX Designer
Leeds Building Society
Sep 2025 - Present (9 months)
Led end-to-end customer journey design across digital and offline touchpoints, running discovery workshops and translating insights into delivery outcomes. Managed and mentored a team of 3 UX designers, improving processes and ensuring accessibility compliance (WCAG) and measurable journey improvements using analytics and A/B testing.
UX Designer
Leeds Building Society
Jun 2019 - Sep 2025 (6 years 3 months)
Designed customer-focused digital experiences for savings and mortgage products, creating responsive UI and interactive prototypes to validate concepts. Conducted journey mapping and competitor reviews, supported accessibility compliance, and delivered experimentation/optimisation that contributed to a 35% increase in customer retention for a savings renewal experience.
Improved UX team workflows and worked with analytics teams to identify journey drop-offs and conversion opportunities. Conducted usability testing (including eye-tracking and video analysis), and helped deliver mortgage retention journey improvements that increased brokers completing the mortgage application journey by 25%.
Built and maintained website pages and digital content using Sitecore CMS, creating reusable CMS components with developers. Partnered with UX, UI, marketing, and brand teams to ensure consistency across digital channels and performed UX-focused functionality reviews and defect feedback to project teams.
Education
Degrees, certifications, and relevant coursework
Craven College
GCSEs, Art & Design (GCSE)
Grade: Illustration: A; Fine Art: A; Contextual Studies: C; Graphic Design: B; Game Design: B; Digital Illustration: A; Clay Modelling: B; Textiles: B; Photography: B
Completed GCSEs at Craven College across art, design, and related subjects, achieving A grades in Illustration, Fine Art, and Digital Illustration. Also earned B grades in several subjects including Graphic Design, Game Design, Clay Modelling, Textiles, and Photography, with a C in Contextual Studies.
South Craven School
GCSEs, General (GCSE)
Grade: Art & Design: B; Mathematics: C; English: C; Science: C
Completed GCSEs at South Craven School. Achieved a B grade in Art & Design and C grades in Mathematics, English, and Science.
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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