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CX & Behavioural Science Consultant - Customer Experience Expert

2 months ago

Cardiff, Cardiff, United Kingdom Legal & General Full time
About the Role

We are seeking a highly skilled CX & Behavioural Science Consultant to join our team at Legal & General. As a key member of our Retail division, you will play a crucial role in putting the customer at the heart of everything we do.

Key Responsibilities
  • Customer Experience Roadmap Development: Deliver the customer experience roadmap, including supporting and rolling out the development of new capability to support the business to be customer-centric.
  • Customer Journey Mapping: Develop a library of customer journey maps for all direct journeys and support the development of customer journeys for new initiatives in line with customer experience design principles and behavioural science best practice.
  • Insight-Driven Decision Making: Identify opportunities to improve customer experiences utilising varied sources of insights, including customer research, behavioural science, complaints, web analytics, and customer experience data.
  • Stakeholder Collaboration: Build effective relationships with internal stakeholders across Marketing, Customer Service, Direct Sales, and Product to implement change into relevant channels and processes.
  • Industry Benchmarking: Keep abreast of best practice in customer experience management across industries and competitors and employ these into L&G insurance.
  • Expertise and Consultancy: Provide expertise/consultancy on the management of customers within the Retail Division and ensure plans are aligned where appropriate.
Requirements
  • Behavioural Science Expertise: Understanding and experience of Behavioural science.
  • Human-Centred Design: Understanding and experience of Human centred design.
  • Customer Needs and Behaviour: Understanding and experience of Customer needs, attitudes, and behaviour.
  • Customer Journey Development: Understanding and experience of Developing customer journeys and implementing insight-led change.
  • CX Management Best Practice: Understanding and experience of Customer experience management best practice across insurance and other industries.
  • Excellent Communication: Have excellent standard of written and verbal communication.
What We Offer
  • Competitive Salary: A competitive base salary.
  • Performance-Related Bonus: The opportunity to participate in our annual, performance-related bonus plan.
  • Valuable Share Schemes: Valuable share schemes.
  • Pension Contribution: Generous pension contribution.
  • Life Assurance: Life assurance.
  • Private Medical Insurance: Private medical insurance (permanent employees only).
  • Holiday Entitlement: At least 25 days holiday, plus public holidays, 26 days after 2 years' service.
  • Flexible Working: We strive to be open, mindful, and inclusive, so are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.