Digital Customer Experience and Product Specialist
Group: Mercedes-Benz Group AG
About us
At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.
Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.
We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.
How you’ll play your part
In this role, you will manage the investigation, resolution and outcome of expressions of dissatisfaction (complaints) from Customers of Mercedes-Benz Financial Services UK Limited (MBFS). This opportunity requires you to handle an extensive variety of complaint cases related scenarios, company systems and processes whilst being fully compliant with relevant legislation including but not limited to Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Treating Customers Fairly (TCF) and relevant Vulnerable Customer guidance.
Main Accountabilities
* UX/UI Design & Prototyping: Execute High-Fidelity Designs: Design intuitive and engaging user experiences, creating wireframes, prototypes, and interactive mock-ups using Figma and AI tools.
* Front-End Implementation: Design and maintain email communications using Figma and practical HTML/CSS knowledge to ensure UX components are implemented seamlessly.
* Visual Documentation: Prepare detailed briefs, Jira tickets, and wireframes to illustrate desired changes for development teams.
* Product Strategy Alignment: Prioritise stories, epics, and themes to ensure all design work aligns with the broader product strategy and business focus.
* Customer Research & Validation: Conduct qualitative and quantitative research using User Testing and A/B testing to validate design decisions.
* User Testing Support: Recruit participants for user research sessions, manage the logistics of testing cycles, and compile initial observation reports.
* User Feedback Management: Act as the custodian of customer feedback and convert feedback into actionable themes for the team.
* Behavioural Analysis: Use Google Analytics and other insight tools to monitor customer touchpoints and develop a deep understanding of evolving user needs.
* Digital Experience Benchmarking: Drive a best-in-class digital journey by auditing evolving UX trends and interface technologies. You will perform comparative research of our competitors’ digital funnels to identify high-impact design enhancements, focusing on creating a frictionless experience that directly boosts finance sales performance.
* Content & Emails: Digital Copy & Communication Development: Create engaging website copy and customer email communications that guide users through the finance journey. You will ensure all digital micro-copy (buttons, tooltips, and CTAs) is consistent, user-friendly, and fully aligned with FCA compliance and Plain English standards.
* Stakeholder Collaboration & Compliance: (a) Matter Expertise: Act as the specialist for digital customer journeys, ensuring all finance and insurance elements provide Good Customer Outcomes within the guardrails of Consumer Duty. (b) Cross-Functional Working: Collaborate with IT, Data Protection, and Legal teams to ensure designs meet all security and regulatory requirements. (c) Formal Approvals: Engage stakeholders in the approval process and ensure all signoffs are documented.
* Product Support & Training: Demonstrations: Provide end-to-end digital product demonstrations and support the business in training staff on their use.
About you
* UX/UI Mastery: Proficiency in design tools including Figma, and Balsamiq.
* Research & Analytics: Solid grasp of User-Centred Design (UCD) principles, including planning and conducting user research and A/B testing.
* Technical Skills: Practical knowledge of HTML and CSS for front-end development and email design.
* Data Fluency: Ability to use Google Analytics to distil complex data into actionable insights.
* Regulatory Awareness: Understanding of FCA Consumer Duty and how it applies to digital transaction processes.
* Communication: Confident interpersonal skills with the ability to communicate design concepts to stakeholders at all levels.
* Experience: Graduate-level intellect with a proven track record in UX design and customer research.
What’s in it for you?
We’ll offer you a competitive salary and discretionary bonus structure. We also hope you’ll love our products as much as we do, with access to our colleague car schemes. On top of that, you’ll be able to join our pension scheme and you’ll get a flexible benefit pot that can be used to find the benefits that are right for you.
We’re here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates as well as flexible opportunities to support work life balance. We’ll also encourage your development, with the training and knowledge you need to reach your potential.
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