End to End Experience Designer

Royal London Mutual Insurance Society • Edinburgh, IN

397d

About The Position

The End-to-End Experience Designer at Royal London will be responsible for designing and creating innovative customer experiences. This role involves collaborating with cross-functional teams to identify improvement opportunities and develop strategic solutions that enhance customer satisfaction. The ideal candidate will have a strong background in experience design and a passion for customer-centric solutions.

Requirements

• Experience in end-to-end experience design or service design and product design.
• Experience of blueprints and customer journey mapping.
• Proficiency in design thinking/human-centred design methodologies.
• Strong portfolio showcasing your experience design work and its impact on the customer experience.
• Excellent communication and presentation skills, with the ability to effectively communicate design concepts and insights to stakeholders at all levels of the organisation.
• Strong analytical skills, with the ability to use data and metrics to inform design decisions.
• Experience using design, prototyping, and research tools.
• Prior experience in a corporate or agency environment is preferred.

Responsibilities

• Lead the design and optimisation of end-to-end customer journeys to ensure a seamless customer experience.
• Document and present the experience design process and outcomes, providing recommendations and guidelines for implementation and scaling.
• Facilitate co-creation workshops and discovery sessions with users, customers, and stakeholders to generate ideas and concepts for experience improvement or innovation.
• Conduct user research and stakeholder interviews to understand the current state of a service.
• Create personas, journey maps, service blueprints, and other artifacts to synthesize and communicate research insights and findings.
• Develop low-fidelity and high-fidelity prototypes of service components, such as touchpoints, interactions, processes, and systems.
• Plan and conduct user testing and feedback sessions to validate and iterate on prototypes and measure the impact of experience changes.

Benefits

• 28 days annual leave in addition to bank holidays
• Up to 14% employer matching pension scheme
• Private medical insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed