Customer Experience & Behavioural Science Consultant

Legal And General Group; Cardiff; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading financial services group in Cardiff seeks a Customer Engagement Specialist to design meaningful experiences using behavioural science. You will collaborate with teams to implement strategic initiatives and transform customer journeys. Ideal candidates have strong communication skills and experience in human-centred design. This role offers a competitive benefits package and opportunities for flexible working.

Benefits

Performance-related bonus plan

Generous pension contribution

Life assurance

Healthcare Plan

At least 25 days holiday

Electric car scheme

Various discounts on products and stores

Qualifications

• Experience in developing customer journeys and implementing insight-led change.
• Ability to generate creative and practical solutions to complex challenges.
• Confidence in questioning and challenging constructively to drive improvement.

Responsibilities

• Support the delivery of Customer Strategy & Engagement roadmap.
• Consult on strategic initiatives with expertise in human-centred design.
• Conduct experience reviews and generate actionable insights.

Skills

Behavioural science understanding

Human-centred design experience

Creative problem-solving

Strong communication skills

Relationship building

Job description

Company Description

Legal & General (L&G) is a leading UK financial services group and major global investor.

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

Who we are

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

Job Description

Are you passionate about designing meaningful customer experiences and applying behavioural science to real-world challenges? Join us at L&G Retail, where we’re committed to creating personalised, connected journeys that deliver better outcomes for our customers and our business. We’re looking for someone who thrives on collaboration, insight, and innovation to help shape the future of customer engagement.

What you'll be doing:

• Supporting the delivery of our Customer Strategy & Engagement roadmap using behavioural science and customer insight
• Consulting on strategic initiatives with expertise in human-centred design and customer experience best practice
• Developing behavioural tests in collaboration with analytics and research teams
• Conducting experience reviews and generating actionable insights from varied data sources
• Creating experience maps and customer personas to bring designs to life
• Building a CX & Behavioural Science Centre of Excellence by applying industry best practice
• Collaborating with internal stakeholders to implement experience improvements
• Complying with policies including Vulnerable Customers and The Consumer Duty

Qualifications

Who we’re looking for:

• Understanding of behavioural science, human-centred design and customer behaviour
• Experience in developing customer journeys and implementing insight-led change
• Ability to generate creative and practical solutions to complex challenges
• Strong communication skills, both written and verbal, tailored to diverse audiences
• Confidence in questioning and challenging constructively to drive improvement
• Ability to build effective relationships and influence across teams
• Commitment to inclusive working and involving others in decision-making
• Commercial awareness and a drive to achieve meaningful outcomes

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand‑new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

At L&G, we believe it’s possible to generate positive returns today while helping to build a better future for all.

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part‑time, term‑time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.