Job description:
Shape better services a CX Designer/Researcher – Pensions
Home Based
Fixed Term Contract to December 2025
This a new role supporting the Pensions Customer Experience team ensuring we have market leading digital experiences for our clients. We want to redefine how we define, design and manage our digital journeys and how we interact and engage with customers throughout their end-to-end digital journey. We'll look to you to be a passionate advocate for great digital customer experiences, bringing your creative and strategic thinking skills.
The role of the CX Designer/Researcher is pivotal in defining, designing, and implementing a cohesive omnichannel customer experience. This involves mapping the entire customer journey across various touchpoints, including web, mobile, telephony, and chatbots, to ensure a seamless and integrated experience.
The CX Designer/Researcher collaborates with cross-functional teams to create intuitive and engaging interfaces that meet customer needs and preferences. By leveraging user research, data analytics, and best practices in CX design, the CX Designer/Researcher continuously optimizes each interaction to enhance customer satisfaction and loyalty. Their work ensures that regardless of the channel, customers receive consistent, high-quality service that simplifies and enriches their experience with pension-related products and services.
You will work closely with the Product Manager, Experience Team and Solution Architects to define, design and implement our CX omnichannel strategy through all digital channels including telephony and voice and chatbot.
In return, you'll have a genuine impact on our customers, and will be well positioned to gain recognition for you and your work
