Senior Experience Designer & Experience Designer

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

Job summary

Royal London is seeking a Senior Experience Designer and an Experience Designer to join their UK Customer Design Team. The roles involve leading and collaborating on user-centric design initiatives to enhance customer experiences across multiple communication channels. Successful candidates will demonstrate creativity, analytical skills, and a commitment to delivering high-quality design solutions.

Benefits

28 days of annual leave plus bank holidays

Up to 14% employer matching pension scheme

Private medical insurance

Qualifications

• Understanding of user, customer, and adviser needs.
• Ability to synthesize data and insights into simple designs.
• Proven project and time management skills.

Responsibilities

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

Skills

Empathy

Creativity

Analytical thinking

Project management

Job description

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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, advisers, and employers across various communication channels, operations touchpoints, and channels. Use a human-centered approach to understand user needs, pain points, and expectations, as well as 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 the impact of design interventions.

Experience Designer: Collaborate with multidisciplinary teams to design experiences for customers, advisers, and employers across communication channels and touchpoints. Conduct user research, create journey maps, prototypes, develop experience specifications, facilitate workshops, and evaluate the impact of design interventions.

About the role:

• Conduct customer and adviser research and experience analysis to identify current states and gaps.
• Coordinate team efforts and subject matter experts to ensure comprehensive data collection for experience reviews and shaping.
• 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.
• Facilitate workshops and co-design sessions with users and stakeholders to foster collaboration.
• Develop design concepts in collaboration with stakeholders and senior leaders.
• Prototype multiple solutions for new or improved experience features and test them.
• Measure and evaluate the outcomes of design interventions.
• Interpret and incorporate stakeholder needs and expectations.
• Manage communication and expectations across business areas.
• Contribute to Royal London’s strategic direction for experience capabilities and digital roadmaps.
• Define optimal team compositions based on project needs.

About You:

• Empathy and curiosity to understand user, customer, and adviser 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.
• Expertise in resolving technical disputes among stakeholders, reflecting diverse views.
• Ability to foster motivated teams and create conducive working environments.
• Confidence to challenge the status quo and validate constraints.
• Ability to articulate the difference between user desires and needs.
• Proven project and time management skills to deliver within scope and budget.

About Royal London:

We’re 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, underpinned 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. Details available at Our Benefits.

Inclusion, Diversity, and Belonging:

We celebrate and value diverse backgrounds and cultures. Our varied perspectives enhance our skills and are respected across the organization.