Royal London Mutual Insurance Society - Edinburgh, IN

posted 2 months ago

Full-time - Mid Level
Edinburgh, IN

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.

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.

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.

Benefits

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