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Customer Experience Design Specialist

2 months ago

Cardiff, Cardiff, United Kingdom Legal & General Full time
{"Job Title": "Customer Experience Design Specialist", "Job Description": "Role Overview

We are seeking a skilled Customer Experience Design Specialist 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 across our products and services, utilizing varied sources of insights, including customer research, behavioural science, complaints, web analytics, and customer experience data.

You will work closely with internal stakeholders across Marketing, Customer Service, Direct Sales, and Product to implement change into relevant channels and processes.

Key Responsibilities:

  • Develop and implement customer experience roadmaps, including supporting the development of new capabilities to support the business to be customer-centric.
  • Create a library of customer journey maps for all direct journeys.
  • Support the development of customer journeys for new initiatives in line with customer experience design principles and behavioural science best practice.
  • Contribute to the "What Our Customers Are Saying" Forum by identifying opportunities to improve customer experiences.
  • Build effective relationships with internal stakeholders to implement change.
  • Stay up-to-date with best practices in customer experience management across industries and competitors.

Requirements:

  • Understanding and experience of Behavioural Science.
  • Understanding and experience of Human-Centred Design.
  • Understanding and experience of Customer Needs, Attitudes, and Behaviour.
  • Understanding and experience of Developing Customer Journeys and Implementing Insight-Led Change.
  • Understanding and experience of Customer Experience Management Best Practice across Insurance and Other Industries.
  • Excellent written and verbal communication skills.

We offer a competitive salary, annual performance-related bonus plan, valuable share schemes, generous pension contribution, life assurance, private medical insurance, and a range of other benefits.

Legal & General is a leading financial services group and major global investor, committed to building 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, and are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.

", "Company Overview": "Legal & General 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."}