Customer Experience Strategist

7 days ago


Brighton, Brighton and Hove, United Kingdom Legal & General Group Full time
About the Role

We are seeking a highly skilled Customer Experience Strategist to join our team at Legal & General Group. As a Behavioural Science Expert, you will play a key role in shaping our customer experience strategy and ensuring that our customers achieve good outcomes across our products and services.

Key Responsibilities
  1. Customer Experience Roadmap: Develop and deliver a customer experience roadmap that supports the Retail division to put the customer at the heart of everything it does.
  2. Customer Journey Development: Support the development of customer journeys for new initiatives in line with customer experience design principles and behavioural science best practice.
  3. 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.
  4. Stakeholder Engagement: Build effective relationships with internal stakeholders across Marketing, Customer Service, Direct Sales, and Product to implement change into relevant channels and processes.
  5. Industry Benchmarking: Keep abreast of best practice in customer experience management across industries and competitors and employ these into L&G insurance.
  6. Expertise and Consultancy: Provide expertise and consultancy on the management of customers within the Retail Division and ensure plans are aligned where appropriate.
  7. Compliance: Comply with relevant policies such as Treating customers fairly, Vulnerable Customers, and The Consumer Duty.
Requirements
  1. Behavioural Science Expertise: Understanding and experience of Behavioural science.
  2. CX Management Expertise: Understanding and experience of Customer experience management best practice across insurance and other industries.


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