Customer Experience Strategist

6 days ago


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

We are seeking a highly skilled Customer Experience Strategist to join our team at Legal & General. As a Behavioural Science Consultant, 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
  • 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.
  • 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 Engagement: Build effective relationships with internal stakeholders across Marketing, Customer Service, Direct Sales, and Product to implement change into relevant channels and processes.
  • Industry Best Practice: 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 and 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.
  • Customer Experience Management: 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.


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