Senior Experience Designer & Experience Designer

TN United Kingdom; Alderley Edge; 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. This role involves leading the design of customer-centric experiences, conducting user research, and collaborating with various stakeholders to enhance customer interactions. The ideal candidates will possess strong empathy, creativity, and project management skills, contributing to innovative solutions that meet customer needs.

Benefits

28 days annual leave plus bank holidays

Up to 14% employer matching pension scheme

Private medical insurance

Qualifications

• Experience in user-centered design and prototyping.
• Ability to synthesize data and insights for design decisions.
• Proven project and time management skills.

Responsibilities

• Lead design of customer experiences across various touchpoints.
• Conduct user research and create journey maps.
• Collaborate with stakeholders to develop design concepts.

Skills

Empathy

Creativity

Analytical thinking

Project management

Job description

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Senior Experience Designer & Experience Designer, Alderley Edge

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Client:

Royal London Group

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

e1b0a2ce58f2

Job Views:

4

Posted:

21.05.2025

Expiry Date:

05.07.2025

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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 & a Experience Designer to join our UK Customer Design Team at Royal London, base from our office at Alderley Park, or Edinburgh. The purpose of the team is to undertake the design and delivery of innovative and inclusive customer-centric experiences that meet customer’s needs and expectations, informed by data, powered by technology and delivered through creativity to support the development of deeper customer relationships and ensure good customer outcomes.

Senior Experience Designer: Lead the design of the experiences of customers, advisers and employers across different communications, operations touchpoints, and channels of an experience. Use a human-centred approach to understand the needs, pain points, and expectations of the people involved in the experience, as well as the business goals and constraints.Collaborate with other stakeholders to co-create solutions that are desirable, feasible, and viable. The Senior Experience Designer will conduct user research, creates journey maps, prototypes ideas, tests and validates prototypes, develops experience specifications, facilitates workshops, and measures the impact of experience design interventions.

Experience Designer: Work with multidisciplinary teams to design experiences for customers, advisers and employers across different communications, operations touchpoints, and channels of experience. The Experience Designer conducts user research, creates journey maps, prototypes ideas, tests and validates prototypes, develops experience specifications, facilitates workshops, and measures the impact of experience design interventions.

About the role

· Conduct customer and adviser research and experience analysis to identify the current state and gaps of an experience.

· Plan and coordinate the work of team members and subject matter experts on initiatives to ensure all data points and insight requirements are captured as a core part of experience reviews and future experience shaping.

· Create personas, journey maps, service blueprints, and other artifacts to communicate the insights and opportunities for improvement.

· Apply strategic thinking to develop and deliver experience specifications, guidelines, and standards to ensure the quality and consistency of the experience delivery.

· Host or facilitate complex discussions/ workshops and co-design sessions with users, stakeholders from across the business, and partners to foster collaboration and alignment.

· Work with a range of stakeholders and senior leaders to develop design concepts.

· Generate and prototype multiple solutions to a given design problem for new or improved experience concepts, features, and processes and test accordingly.

· Measure and evaluate the impact and outcomes of the experience design interventions.

· Listen to the needs of technical and business stakeholders and interpret them.

· Manage communication and expectations between stakeholders and various business areas.

· Contribute to shaping Royal London’s strategic direction for experience capabilities and future digital roadmaps.

· Facilitate defining the best team makeup depending on the situation.

About You

· Empathy and curiosity for understanding the needs and behaviours of users, customers and advisers.

· Creativity and innovation for generating and prototyping solutions that are user-centric and value-driven.

· Experience in analytical and critical thinking for synthesizing and validating data and insights with the ability to absorb large amounts of conflicting information and translate into simple designs

· Ability to understand the sustainability and impact of decisions and their impact on business performance and efficiency.

· Expertise in resolving technical disputes between stakeholders reflecting on all views and opinions.

· Ability to bring people together to form a motivated team and help create the right environment for a team to work in.

· Confidence to challenging the status quo and challenging the validity of constraints.

· Able to articulate and demonstrate the difference between user desires and needs.

· Proven experience with project and time management skills for planning and delivering experience design projects 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 to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.