Senior Experience Designer & Experience Designer

Royal London Mutual Insurance Society; Alderley Edge; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading mutual insurance company is seeking a Senior Experience Designer and an Experience Designer to join their UK Customer Design Team. This role involves designing innovative, customer-centric experiences and collaborating with stakeholders to enhance customer relationships. Candidates should possess strong empathy, creativity, and analytical skills, with a focus on user needs and project management.

Benefits

28 days annual leave plus bank holidays

Up to 14% employer pension matching

Private medical insurance

Qualifications

• Experience in user research and design.
• Ability to work collaboratively with stakeholders.
• Strong communication skills.

Responsibilities

• Lead design of customer experiences across various channels.
• Conduct user research and create journey maps.
• Facilitate workshops and develop experience specifications.

Skills

Empathy

Creativity

Analytical thinking

Project management

Job description

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 and an Experience Designer to join our UK Customer Design Team at Royal London, based in 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, advisers, and employers across various communication channels, operations touchpoints, and experience 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 desirable, feasible, and viable solutions.
• Conduct user research, create journey maps, prototypes, develop experience specifications, facilitate workshops, and measure impact.

Experience Designer:

• Work with multidisciplinary teams to design experiences for customers, advisers, and employers across different touchpoints.
• Conduct user research, create journey maps, prototypes, develop experience specifications, facilitate workshops, and measure impact.

About the role

• Conduct customer and adviser research to identify current states and gaps.
• Coordinate team efforts to ensure comprehensive data collection and insights.
• Create personas, journey maps, service blueprints, and other artifacts to communicate insights.
• Develop and deliver experience specifications, guidelines, and standards.
• Facilitate workshops and co-design sessions with users and stakeholders.
• Develop design concepts with stakeholders and senior leaders.
• Prototype solutions and test for effectiveness.
• Evaluate the impact of design interventions.
• Manage stakeholder communication and expectations.
• Contribute to strategic direction and digital roadmaps.
• Define team composition based on project needs.

About You

• Empathy and curiosity about user, customer, and adviser needs and behaviors.
• Creativity and innovation in designing user-centric solutions.
• Analytical and critical thinking skills for data synthesis and validation.
• Understanding of sustainability and business impact.
• Ability to resolve technical disputes and foster team motivation.
• Confidence to challenge the status quo and constraints.
• Ability to distinguish between user desires and needs.
• Experience in project and time management for delivering projects within scope and budget.

About Royal London

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

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

We offer benefits such as 28 days annual leave plus bank holidays, up to 14% employer pension matching, and private medical insurance. Our Benefits

Inclusion, Diversity, and Belonging

We are an inclusive employer, valuing diverse backgrounds and cultures. Our diverse perspectives enhance our skills and are recognized and respected, regardless of background.