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 experience channels.
* Use a human-centred approach to understand the needs, pain points, and expectations of involved parties, alongside business goals and constraints.
* Collaborate with stakeholders to co-create desirable, feasible, and viable solutions.
* Conduct user research, create journey maps, prototype ideas, test and validate prototypes, develop experience specifications, facilitate workshops, and measure the impact of design interventions.
Experience Designer:
* Work with multidisciplinary teams to design experiences for customers, advisers, and employers across different touchpoints and channels.
* Perform user research, create journey maps, prototypes, and develop experience specifications.
* Facilitate workshops and measure the impact of experience design interventions.
About the role
* Conduct customer and adviser research to identify current experience gaps.
* Coordinate team efforts to ensure comprehensive data collection for experience reviews and improvements.
* Create personas, journey maps, service blueprints, and other artifacts to communicate insights.
* Develop and deliver experience specifications, guidelines, and standards.
* Facilitate discussions and co-design sessions with users and stakeholders.
* Develop and prototype solutions for experience improvements and test them.
* Evaluate the impact of design interventions.
* Interpret stakeholder needs and manage communication and expectations.
* Contribute to strategic direction and digital roadmaps for experience capabilities.
* Define optimal team composition based on project needs.
About You
* Empathy and curiosity for understanding user, customer, and adviser needs and behaviors.
* Creativity and innovation in generating user-centric solutions.
* Analytical and critical thinking skills for synthesizing data and insights.
* Understanding of the sustainability and impact of decisions on business performance.
* Expertise in resolving technical disputes and reflecting diverse opinions.
* Ability to foster motivated teams and create a positive working environment.
* Confidence to challenge the status quo and constraints.
* Ability to differentiate between user desires and needs.
* Proven project and time management skills for delivering within scope and budget.
About Royal London
We’re the UK’s largest mutual life, pensions, and investment company, offering protection, savings, and asset management products and services.
Our People Promise: to work in an inclusive, responsible, enjoyable, and fulfilling environment, underpinned by our Spirit of Royal London values: Empowered, Trustworthy, Collaborate, Achieve.
We offer great benefits such as 28 days annual leave plus bank holidays, up to 14% employer matching pension scheme, and private medical insurance. Details of all benefits can be found on our website.
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 across the organization.
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