Job Title: Experience Designer  

Contract Type: Permanent

Location: Edinburgh 

Working style: Hybrid 50% home/office based

Closing date: 10th March 2024

Royal London is seeking a highly skilled Experience Designer to join our team. In this role, you will be responsible for designing and creating innovative service experiences for our customers, advisers, and employers. You will work with cross-functional teams to identify opportunities for improvement and assist in the development of strategic solutions that deliver exceptional experiences.

The ideal candidate will have a strong background in service design and a passion for understanding customer needs and designing customer-centric solutions. This is an exciting opportunity to join our Design Team and contribute to our commitment to customer satisfaction. We are looking for candidates with experience leading the design of customer journey projects in either a corporate or agency environment.

This role aligns with our values of strengthening the mutual choice for customers.

About the role:

• Lead the design and optimization of end-to-end customer journeys to ensure a seamless customer experience.
• Document and present the service 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 service improvement or innovation.
• Conduct user research and stakeholder interviews to understand the current state of a service, pain points, opportunities, and goals.
• 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 service changes.

About you:

• Minimum of 3 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 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 organization.
• 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 are 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 have 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.