Customer Experience Innovator

6 days 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.

  • UX Designer

    2 days ago

    Cardiff, Cardiff, United Kingdom Admiral Insurance Plc Full time

    About This RoleThis is a fantastic opportunity for a User Experience Designer to work in a new cross-functional product 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 product owners, insight and...

  • UX Designer

    2 days ago

    Cardiff, Cardiff, United Kingdom Admiral Insurance Plc Full time

    About This RoleThis is a fantastic opportunity for a User Experience Designer to work in a new cross-functional product 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 product owners, insight and...

  • Customer Experience Manager

    1 week ago

    Cardiff, Cardiff, United Kingdom MAX SPIELMANN Full time

    About UsAt MAX SPIELMANN, we pride ourselves on delivering exceptional customer experiences and fostering a culture of creativity and innovation. Our team is passionate about providing top-notch service and exceeding customer expectations.Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Sales and Customer...

  • Customer Experience Manager

    6 days ago

    Cardiff, Cardiff, United Kingdom MAX SPIELMANN Full time

    About UsAt MAX SPIELMANN, we pride ourselves on delivering exceptional customer experiences and fostering a culture of creativity and innovation. Our team is passionate about providing top-notch service and exceeding customer expectations.Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Sales and Customer...

  • International Customer Experience Manager

    1 week ago

    Cardiff, Cardiff, United Kingdom Aldi Full time

    About the RoleWe are seeking a highly motivated and analytical individual to join our International Customer Interaction team as a Placement Specialist. This is a fantastic opportunity to gain hands-on experience in a fast-paced environment and contribute to the development of innovative customer experiences.Key ResponsibilitiesConduct market research and...

  • **Sales and Customer Experience Manager**

    3 days ago

    Cardiff, Cardiff, United Kingdom MAX SPIELMANN Full time

    About UsAt MAX SPIELMANN, we pride ourselves on delivering exceptional customer experiences and fostering a culture of creativity and innovation. Our team is passionate about providing top-notch service and exceeding customer expectations.Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Sales and Customer...

  • **Sales and Customer Experience Manager**

    3 days ago

    Cardiff, Cardiff, United Kingdom MAX SPIELMANN Full time

    About UsAt MAX SPIELMANN, we pride ourselves on delivering exceptional customer experiences and fostering a culture of creativity and innovation. Our team is passionate about providing top-notch service and exceeding customer expectations.Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Sales and Customer...

  • Customer Experience Design Consultant

    3 days ago

    Cardiff, Cardiff, United Kingdom Legal & General Resources Limited Full time

    About the RoleWe are seeking a highly skilled Customer Experience Design Consultant to join our team at Legal & General Resources Limited. As a key member of our organization, you will play a crucial role in shaping the customer experience across our products and services.Key ResponsibilitiesDevelop and Implement Customer Experience Roadmap: Collaborate with...

  • Customer Experience Design Consultant

    3 days ago

    Cardiff, Cardiff, United Kingdom Legal & General Resources Limited Full time

    About the RoleWe are seeking a highly skilled Customer Experience Design Consultant to join our team at Legal & General Resources Limited. As a key member of our organization, you will play a crucial role in shaping the customer experience across our products and services.Key ResponsibilitiesDevelop and Implement Customer Experience Roadmap: Collaborate with...

  • Customer Experience Strategist

    7 days ago

    Cardiff, Cardiff, United Kingdom Legal & General Full time

    About the RoleWe 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 ResponsibilitiesCustomer Experience Roadmap:...

  • Customer Experience Strategist

    1 week ago

    Cardiff, Cardiff, United Kingdom Legal & General Full time

    About the RoleWe 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 ResponsibilitiesDeliver the Customer Experience Roadmap: Support and roll out the development of new...

  • Customer Experience Associate

    6 days ago

    Cardiff, Cardiff, United Kingdom Future Publishing Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving complaints in a timely and professional manner, and ensuring that our customers receive the...

  • Customer Experience Associate

    7 days ago

    Cardiff, Cardiff, United Kingdom Future Publishing Full time

    About the RoleWe are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving complaints in a timely and professional manner, and ensuring that our customers receive the...

  • Customer Experience Associate

    1 week ago

    Cardiff, Cardiff, United Kingdom Confused Full time

    At Confused, we're dedicated to empowering our customers to make informed decisions about their insurance needs. As a key member of our team, you'll play a vital role in delivering exceptional customer experiences and helping us achieve our mission.About the Role:You'll be part of our dynamic customer support team, working closely with customers to resolve...

  • Customer Experience Associate

    6 days ago

    Cardiff, Cardiff, United Kingdom Confused Full time

    At Confused, we're dedicated to empowering our customers to make informed decisions about their insurance needs. As a key member of our team, you'll play a vital role in delivering exceptional customer experiences and helping us achieve our mission.About the Role:You'll be part of our dynamic customer support team, working closely with customers to resolve...

  • Customer Experience Lead

    1 week ago

    Cardiff, Cardiff, United Kingdom St. David's Ltd. Full time

    Job Summary:We are seeking a highly motivated and experienced Guest Services Lead to join our team at St. David's Ltd. As a key member of our Guest Services Team, you will be responsible for delivering exceptional customer service and experience to our guests.Main Responsibilities:Work closely with our Guest Community & Experience Manager and the wider...

  • Customer Experience Advisor

    6 days ago

    Cardiff, Cardiff, United Kingdom City & Guilds Group Full time

    About the RoleWe are seeking a highly skilled and motivated individual to join our team as a Customer Service Representative. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service to our clients, ensuring that their needs are met and exceeded.Key ResponsibilitiesProvide first-line support to customers...

  • Customer Experience Advisor

    1 week ago

    Cardiff, Cardiff, United Kingdom City & Guilds Group Full time

    About the RoleWe are seeking a highly skilled and motivated individual to join our team as a Customer Service Representative. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service to our clients, ensuring that their needs are met and exceeded.Key ResponsibilitiesProvide first-line support to customers...

  • Customer Experience Specialist

    1 week ago

    Cardiff, Cardiff, United Kingdom EE Full time

    About the RoleWe are seeking a highly motivated and enthusiastic individual to join our customer service team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional customer service and support to our customers.Key ResponsibilitiesProvide timely and effective resolution to customer inquiries and...

  • Director of Product Innovation

    7 days ago

    Cardiff, Cardiff, United Kingdom Hlx Life Sciences Full time

    About the RoleHlx Life Sciences is seeking a highly skilled and experienced Director of Product Innovation to lead our product development and innovation efforts. As a key member of our leadership team, you will be responsible for driving the development of cutting-edge medical devices that meet the needs of our customers.Key ResponsibilitiesProduct...