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Customer Experience Strategist
2 months ago
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- Deliver the Customer Experience Roadmap: Support and roll out the development of new capabilities to support the business in being customer-centric, including Service Recovery, Agent Dashboards, Customer Journey Map Tools, and Customer First process.
- Develop Customer Journey Maps: Create a library of customer journey maps for all direct journeys, ensuring a deep understanding of customer needs and experiences.
- Support New Initiatives: Collaborate with stakeholders to develop customer journeys for new initiatives, aligning with customer experience design principles, behavioural science best practice, and PLM sign-off.
- Identify Improvement Opportunities: Utilize varied sources of insights, including customer research, behavioural science, complaints, web analytics, and customer experience data, to identify opportunities to improve customer experiences.
- Build Stakeholder Relationships: Establish effective relationships with internal stakeholders across Marketing, Customer Service, Direct Sales, and Product to implement change into relevant channels and processes.
- Stay Up-to-Date with Industry Best Practices: Keep abreast of best practices in customer experience management across industries and competitors, and apply these to L&G insurance.
- Provide Expertise and Consultancy: Offer expertise and consultancy on the management of customers within the Retail Division, ensuring plans are aligned where appropriate.
- Comply with Relevant Policies: Adhere to relevant policies, including Treating customers fairly, Vulnerable Customers, and The Consumer Duty.
- Understanding of Behavioural Science: Possess a deep understanding of behavioural science principles and their application in customer experience management.
- Human-Centred Design Experience: Have experience in human-centred design, with a focus on creating customer-centric solutions.
- Customer Needs and Behaviour: Understand customer needs, attitudes, and behaviour, and be able to apply this knowledge to drive business decisions.
- Customer Journey Development: Have experience in developing customer journeys and implementing insight-led change.
- Customer Experience Management: Possess a strong understanding of customer experience management best practices across insurance and other industries.
- Excellent Communication Skills: Demonstrate excellent written and verbal communication skills, with the ability to articulate complex ideas and concepts.
- Competitive Salary: A competitive base salary, with opportunities for performance-related bonuses and share schemes.
- Pension Contribution: A generous pension contribution, with the option to participate in our annual, performance-related bonus plan.
- Life Assurance: Life assurance, private medical insurance, and other benefits to support your wellbeing and career development.
- Holiday Entitlement: At least 25 days holiday, plus public holidays, with the option to buy and sell holiday.
- Family Leave: Competitive family leave policies, with the option to participate in our electric car scheme.
- Discounts: Access to a range of discounts on high street stores and online retailers.
Legal & General is a leading financial services group and major global investor, named Britain's Most Admired Company in 2023. We aim to build a better society for the long term by investing our customers' money in things that make life better for everyone.
We strive to be open, mindful, and inclusive, with a welcoming culture that values diversity and promotes career development. If you're passionate about customer experience and behavioural science, and want to join a team that makes a real difference, we'd love to hear from you.
