Senior Experience Designer & Experience Designer

Royal London; Alderley Edge, City of Edinburgh; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the UK is seeking a Senior Experience Designer and an Experience Designer to join their Customer Design Team. The roles involve designing innovative, customer-centric experiences, conducting user research, and collaborating with stakeholders to enhance customer engagement. The positions offer a hybrid working model and a comprehensive benefits package, including generous leave and pension contributions.

Benefits

28 days annual leave plus bank holidays

Up to 14% employer-matching pension scheme

Private medical insurance

Qualifications

• Experience in user research and experience analysis.
• Ability to create personas, journey maps, and service blueprints.
• Proven project and time management skills.

Responsibilities

• Lead design of experiences for customers and stakeholders.
• Conduct user research and create journey maps.
• Facilitate workshops and co-design sessions.

Skills

Empathy

Creativity

Analytical thinking

Project management

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

Senior Experience Designer & Experience Designer

Date: 19 May 2025

Company: Royal London Group

Job Title: Senior Experience Designer & Experience Designer

Contract Type: Permanent

Location: Alderley Park (Wilmslow) or Edinburgh

Working style: Hybrid 50% home/office based

We have an exciting opportunity for a Senior Experience Designer & an Experience Designer to join our UK Customer Design Team at Royal London, based at Alderley Park or Edinburgh. The team is responsible for designing and delivering innovative, inclusive, customer-centric experiences that meet customer needs and expectations, informed by data, powered by technology, and delivered through creativity to foster deeper customer relationships and ensure positive outcomes.

Senior Experience Designer: Lead the design of experiences for customers, advisors, and employers across various communication channels, operations touchpoints, and channels. Use a human-centered approach to understand needs, pain points, and expectations, aligning with business goals and constraints. Collaborate with stakeholders to co-create solutions that are desirable, feasible, and viable. Responsibilities include conducting user research, creating journey maps, prototyping, testing, validating prototypes, developing experience specifications, facilitating workshops, and measuring the impact of design interventions.

Experience Designer: Collaborate with multidisciplinary teams to design experiences for customers, advisors, and employers across different channels. Conduct user research, create journey maps, prototype, test, validate, develop experience specifications, facilitate workshops, and evaluate the impact of design interventions.

About the role:

• Conduct customer and advisor research and experience analysis to identify current states and gaps.
• Plan and coordinate work with team members and subject matter experts to ensure comprehensive data collection and insights.
• Create personas, journey maps, service blueprints, and other artifacts to communicate insights and opportunities.
• Apply strategic thinking to develop experience specifications, guidelines, and standards to ensure quality and consistency.
• Host or facilitate workshops and co-design sessions with users and stakeholders to foster collaboration.
• Work with stakeholders and senior leaders to develop design concepts.
• Generate and prototype multiple solutions for new or improved experience features and processes, and test accordingly.
• Measure and evaluate the impact of experience design interventions.
• Interpret stakeholder needs and manage communication and expectations across business areas.
• Contribute to Royal London's strategic direction for experience capabilities and digital roadmaps.
• Facilitate team formation based on project needs.

About You:

• Empathy and curiosity for understanding user, customer, and advisor needs and behaviors.
• Creativity and innovation in generating user-centric, value-driven solutions.
• Analytical and critical thinking skills for synthesizing data and insights, and translating large amounts of conflicting information into simple designs.
• Understanding of the sustainability and impact of decisions on business performance and efficiency.
• Experience resolving technical disputes among stakeholders, reflecting diverse views.
• Ability to foster motivated teams and create conducive environments for collaboration.
• Confidence to challenge the status quo and question constraints.
• Ability to articulate and differentiate between user desires and needs.
• Proven project and time management skills to deliver within scope and budget.

About Royal London:

We are the UK's largest mutual life, pensions, and investment company, offering protection, long-term savings, and asset management products and services.

Our People Promise emphasizes an inclusive, responsible, enjoyable, and fulfilling workplace, supported by our Spirit of Royal London values: Empowered, Trustworthy, Collaborate, Achieve.

We offer benefits such as 28 days of annual leave plus bank holidays, up to 14% employer-matching pension scheme, and private medical insurance. See all our benefits here - Our Benefits.

Inclusion, Diversity, and Belonging:

We are an inclusive employer that values diverse backgrounds and cultures. Our diverse perspectives bring a broad range of skills, which are recognized and respected, regardless of background.