Customer Experience Design Consultant

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

We’re recruiting for a CX & Behavioural Science Consultant to join us. We’re offering a competitive base salary. You will support the Retail division to put the customer at the heart of everything it does and ensure customers are achieving good outcomes across our products and services. Identifying opportunities to improve customer’s experiences utilising varied sources of insights, including customer research, behavioural science, complaints, web analytics and customer experience data.

What you'll be doing:

• Delivering the customer experience roadmap including supporting and rolling out the development of new capability to support the business to be customer centric – e.g. Service Recovery, Agent Dashboards, Customer Journey Map Tools and Customer First process
• Developing a library of customer journey maps for all of the direct journeys
• Supporting the development of customer journeys for new initiatives in line with the customer experience design principles, behavioural science best practice and for PLM sign off
• Supporting the “What Our Customers Are Saying” Forum by identifying opportunities to improve the customer’s experiences utilising varied sources of insights, including customer research, behavioural science, complaints, web analytics and customer experience data
• Building effective relationships with internal stakeholders across Marketing, Customer Service, Direct Sales and Product to implement change into the relevant channels and processes
• Keeping abreast of best practice in customer experience management across industries and competitors and employ these into L&G insurance
• Providing expertise / consultancy on the management of customers within the Retail Division and ensure plans are aligned where appropriate
• Complying with relevant policies such as Treating customers fairly, Vulnerable Customers and The Consumer Duty

Who we're looking for:

• Understanding and experience of Behavioural science
• Understanding and experience of Human centred design
• Understanding and experience of Customer needs, attitudes and behaviour
• Understanding and experience of Developing customer journeys and implementing insight led change
• Understanding and experience of Customer experience management best practice across insurance and other industries
• Have excellent standard of written and verbal communication

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday 
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.