Customer Experience Design Consultant

4 days ago

Cardiff, Cardiff, United Kingdom Legal & General Full time
Job Description

At Legal & General, we're committed to delivering exceptional customer experiences across our products and services. We're seeking a skilled CX & Behavioural Science Consultant to join our Retail division and help us put the customer at the heart of everything we do.

Key Responsibilities
  • Develop and implement customer experience roadmaps to support the business in becoming customer-centric, including the development of new capabilities such as Service Recovery, Agent Dashboards, and Customer Journey Map Tools.
  • Design and develop customer journey maps for all direct journeys, ensuring a seamless and intuitive experience for our customers.
  • Support the development of customer journeys for new initiatives, aligning with customer experience design principles, behavioural science best practice, and PLM sign-off.
  • Contribute to the 'What Our Customers Are Saying' Forum by identifying opportunities to improve customer experiences using various sources of insights, including customer research, behavioural science, complaints, web analytics, and customer experience data.
  • Build 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 best practices in customer experience management across industries and competitors, and apply these to Legal & General's insurance business.
  • Provide expertise and consultancy on customer management within the Retail Division, ensuring plans are aligned where appropriate.
  • Comply with relevant policies such as Treating customers fairly, Vulnerable Customers, and The Consumer Duty.
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
What We Offer
  • A competitive base salary
  • Opportunities for professional growth and development
  • A collaborative and supportive work environment
  • A comprehensive benefits package
  • Flexible working arrangements

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