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Customer Experience Strategist

2 months ago

Brighton, Brighton and Hove, United Kingdom Legal & General Group Full time
{"title": "Customer Experience & Behavioural Science Consultant", "subtitle": "Join Legal & General Group", "content": "

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

Your primary responsibility will be to identify opportunities to improve customer experiences utilising varied sources of insights, including customer research, behavioural science, complaints, web analytics and customer experience data.

You will deliver the customer experience roadmap, including supporting and rolling out the development of new capability to support the business to be customer centric. This will involve working closely with internal stakeholders across Marketing, Customer Service, Direct Sales and Product to implement change into the relevant channels and processes.

Additionally, you will support the development of customer journeys for new initiatives in line with the customer experience design principles, behavioural science best practice and for PLM sign off.

Key responsibilities include:

  1. Delivering the customer experience roadmap, including supporting and rolling out the development of new capability to support the business to be customer centric.
  2. Supporting the development of customer journeys for new initiatives in line with the customer experience design principles, behavioural science best practice and for PLM sign off.
  3. Supporting the "What Our Customers Are Saying" Forum by identifying opportunities to improve the customer's experiences utilising varied sources of insights.
  4. Building effective relationships with internal stakeholders across Marketing, Customer Service, Direct Sales and Product to implement change into the relevant channels and processes.
  5. Keeping abreast of best practice in customer experience management across industries and competitors and employ these into L&G insurance.
  6. Providing expertise / consultancy on the management of customers within the Retail Division and ensure plans are aligned where appropriate.
  7. Complying with relevant policies such as Treating customers fairly, Vulnerable Customers and The Consumer Duty.

Requirements:

  1. Understanding and experience of Behavioural science.
  2. Understanding and experience of Customer experience management best practice across insurance and other industries.

We offer a competitive base salary, annual performance-related bonus plan, valuable share schemes, generous pension contribution, life assurance, private medical insurance, at least 25 days holiday, plus public holidays, 26 days after 2 years' service, and many more benefits.

Legal & General Group is a leading financial services group and major global investor, named Britain's Most Admired Company in 2023, for the second year running. 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, so are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.

", "requirements": "

Key requirements include:

  1. Understanding and experience of Behavioural science.
  2. Understanding and experience of Customer experience management best practice across insurance and other industries.
", "benefits": "

We offer a competitive package that looks after all the things that are important to you:

  1. The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes.
  2. Generous pension contribution.
  3. Life assurance.
  4. Private medical insurance (permanent employees only).
  5. At least 25 days holiday, plus public holidays, 26 days after 2 years' service. There's also the option to buy and sell holiday.
  6. Competitive family leave.
  7. Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice.
  8. There are the many discounts we offer – both for our own products and at a range of high street stores and online.
", "additional_info": "

Legal & General Group is a leading financial services group and major global investor, named Britain's Most Admired Company in 2023, for the second year running. 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, so are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.

", "lang_code": "en-US"}