Customer Experience and Behavioural Science Specialist

4 days ago

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

We are seeking a highly skilled Customer Experience and Behavioural Science Specialist 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
  • Customer Experience Roadmap Delivery: Support and roll out the development of new capabilities to support the business to be customer-centric, including Service Recovery, Agent Dashboards, Customer Journey Map Tools, and Customer First process.
  • Customer Journey Development: Support the development of customer journeys for new initiatives in line with customer experience design principles, behavioural science best practice, and for PLM sign off.
  • Customer Insights: Identify opportunities to improve customer experiences utilising varied sources of insights, including customer research, behavioural science, complaints, web analytics, and customer experience data.
  • Stakeholder Management: 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/consultancy on the management of customers within the Retail Division and ensure plans are aligned where appropriate.
  • Compliance: Comply with relevant policies such as Treating customers fairly, Vulnerable Customers, and The Consumer Duty.
Requirements
  • Behavioural Science: Understanding and experience of Behavioural science.
  • Customer Experience Management: Understanding and experience of Customer experience management best practice across insurance and other industries.
What We Offer

We offer a competitive base salary, the opportunity to participate in our annual, performance-related bonus plan, and valuable share schemes. We also offer a generous pension contribution, life assurance, private medical insurance, and a range of other benefits.

At Legal & General, we strive to build a better society for the long term by investing our customers' money in things that make life better for everyone. We aim to be open, mindful, and inclusive, and we are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.

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