Job Title: Senior Experience Designer

Contract Type: Permanent

Location: Edinburgh

Working style: Hybrid /office/home based 

Closing date: 10th March 2024

We have an exciting opportunity for an experienced Senior Experience Designer to join our Design Team to help develop and embed our new Service Design capability within Royal London.

As a Senior Experience Designer, you will work closely with cross-functional teams and senior stakeholders, to reimagine and design innovative, human-centred experiences for our customers, advisers, and employers. You will leverage your expertise in design thinking, customer journey mapping, and service design methodologies to drive customer satisfaction and loyalty.

The ideal candidate will have a strong background in service design, and a passion for delivering exceptional customer experiences. You will have excellent communication skills, with the ability to present at a senior level, manage expectations and solve problems in a changing landscape.

This role contributes to strengthening the mutual choice for our customers.

About the role

• Play a key role in developing and embedding our service design capability focusing on processes, ways of working and continuous improvement of the service the team provides.
• Mentor other members of the team where required.
• Document and present the service design process and outcomes and provide 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 service improvement or innovation.
• Conduct user research and stakeholder interviews to understand the current state of a service, the pain points, the opportunities, and the goals.
• Create personas, journey maps, service blueprints, and other artifacts to synthesise and communicate the insights and findings from the research.
• Develop low-fidelity and high-fidelity prototypes of the service components, such as touchpoints, interactions, processes, and systems.
• Plan and conduct user testing and feedback sessions to validate and iterate on the prototypes and measure the impact of athe service changes.

About you

• Minimum of 5 years of experience in service design or related roles
• Proficiency in design thinking and human-centred design methodologies
• Strong portfolio showcasing your service design work and the impact it has had 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.

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.