Customer Experience Innovator

2 months ago

Cardiff, Cardiff, United Kingdom Admiral Insurance Plc Full time
About This Role

This is a fantastic opportunity for a Service Designer to work in a new cross-functional value proposition design team, to lead the identification and validation of new customer problems and solutions, spanning all of Admiral UK commercial entities and assets, and drive ambitious new growth opportunities.

You'll work with insight and data leads, UX and UI designers, and developers, to explore and qualify your hypothesis, and produce material ideas / bets for Admiral to invest in.

You will lead and coach the team on the service design framework and approach and embed that practice as a core way of working to innovate.

Key Responsibilities
  • Apply strategic thinking to ensure the best end-to-end outcome for end users.
  • Analyse and synthesise customer and other insights and data [business, competitor, market, brand] and formulate hypothesis to explore and test.
  • Plan, run and manage customer research, interviews, tests, field experiments, etc. to clarify a hypothesis, then measure, analyse and synthesise the results.
  • Create high-quality service design and UX artefacts such as personas, journeys maps, rapid prototypes, etc.
  • Steer the team towards a unifying vision for any given value proposition and help develop consensus between stakeholders and independent entities.
  • Facilitate Squad ceremonies where they help orchestrate workflow to explore and validate the key value proposition hypothesis.
  • Build a close relationship with the cross-functional team to ensure the whole is greater than the sum of its parts, and the team can achieve impact.
  • Collaborate deeply with the insight and data leads, to explore and leverage both qualitative and quantitative work.
  • Support the Head of Value Proposition with qualitative insights, commentary, and options in the quest to validate new ideas / bets.
  • Coach and drive continuous improvement of service design, lean UX and innovation methodologies to ensure teams deliver high quality work as efficiently as possible.
  • Foster a culture of questioning, testing, collaboration, feedback, continuous improvement, and support.
  • Articulate and evidence decisions in context to level of risk, complexity, and impact.
  • Provide and share feedback to stakeholders and teams to drive service design continuous improvement.
Skills and Qualifications
  • At least 3 years' experience in a service design role.
  • Experience delivering end-to-end service design outcomes for users and sponsors.
  • Strong track record of collaborating with business and value proposition leaders, insight, and data analysts, UX and UI designers, product managers, and developers.
  • Deep expertise in ethnographic and immersive customer research.
  • Expertise of human-centred design processes and curiosity to adopt new approaches to product and service development.
  • Knowledgeable about wide range of service design tools and methodologies.
  • Experience of moving from insights into rapid prototyping – with tools like Figma, Adobe – and running experiments
  • Experience of presenting a new idea / bet as a validated – and investible – option to business leaders, with a compelling narrative and demonstrable proof points.
  • Ability to understand the existing technical systems, processes, regulations, tools, technology, and design system.
  • Expertise in Adobe Design Suite (Illustrator, InDesign, etc).
  • Knowledge around lean-UX and start-up methods.
  • Worked with agile methodologies and scrum teams.
  • A bachelor's degree or equivalent in a design-related discipline.
Personal Attributes
  • A passion for building impactful solutions and able to balance value and cost.
  • Capable of prioritising tasks when working on various projects, making intelligent and intuitive decisions when needed, prioritising and mitigating constraints.
  • Interested in the start-up world from FinTech and InsureTech.
  • Comfortable steering internal or external design workshops.

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