Digital CX Designer – Consultant

📋 Description

• Assist in the comprehensive CX design process across various digital platforms (web, mobile, voice, and portals).

• Collaborate with UX team members to create wireframes, prototypes, and interaction designs utilizing Figma and design system components.

• Contribute to the user experience strategy through research, data insights, application of behavioral theories, and industry best practices.

• Maintain and update journey maps, ensuring clarity, consistency, and a customer-centric approach.

• Work alongside UX Researchers, Business Analysts, Product Owners, and Developers to ensure that solutions are both user-focused and technically viable.

• Assist in usability testing, user research, A/B testing, and iterative cycles.

• Evaluate existing client digital platforms, identifying strengths and pain points, and provide actionable recommendations for enhancement.

• Plan, analyze, and apply findings from primary research activities such as user interviews, usability testing, journey walkthroughs, and workshops.

• Utilize secondary research sources, including analytics, market intelligence, client insights, industry benchmarks, regulatory guidance, and trend analysis to corroborate findings and enhance recommendations.

• Engage in client workshops to comprehend existing member experiences and future journey requirements, present designs, and collect feedback.

• Effectively articulate design rationale, customer insights, and digital propositions to clients.

• Support commercial discussions by clearly communicating the value of customer-centric digital journeys.

• Transform research insights into clear, persuasive narratives for clients, connecting evidence to commercial and experiential outcomes.

⛳️ Requirements

• Experience in CX design - crafting digital journeys (familiarity with design systems, creating wireframes, prototypes, and user flows) in a financial services or employee benefits context, with knowledge of design standards and accessibility.

• Proficiency in using Figma as a design tool.

• Ability to demonstrate strong communication skills and present information effectively to both internal and external stakeholders.

• Must possess analytical skills and be comfortable reviewing data to identify challenges in journeys and suggest solutions.

• Capable of articulating issues clearly and collaborating with IT on solutions for compelling digital journey enhancements.

• Experience in working with both qualitative and quantitative research, including the ability to interpret findings, identify significant patterns, and apply insights to improve digital journeys.

🏝️ Benefits

• 23 days of holiday (increasing to 27), with the option to purchase additional leave.

• Company-matched pension scheme, life assurance, cycle2work program, 15 weeks of fully paid maternity, adoption, and shared parental leave, two weeks of paternity pay, and much more.

• Optional benefits tailored to your lifestyle, including discounts on retail and social activities, health and wellness, travel, and technology.

• Opportunity to take a paid day off for volunteering with our charity partners or a cause of your choosing.

• Access to our Employee Network Groups, which represent diverse strands of inclusion and allow colleagues to connect and learn from one another in an open, inclusive environment.