Job Title: End-to-End Experience Designer Contract Type: Permanent Location: Edinburgh or Alderley Park Working style: Hybrid 50% home/office based Closing date: 18th December 2024 Royal London is seeking a highly skilled End-to-End Experience Designer to join our team. In this role, you will be responsible for designing and creating innovative 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 end-to-end experience or 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. About the role 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. About you 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. 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.