This hands-on role is responsible for Experience Design within product and project teams, using best practice User-Centred Design methods and processes to deliver and optimise digital customer experiences that maximise customer satisfaction, increase conversion rates and grow online self-service (reducing cost to serve) across all Legal & General’s digital assets.

L&G’s digital customer vision is to accelerate growth and drive value through a focus on customers, best-in-class digital technology solutions and optimal unit costs.

This hands-on role is responsible for Experience Design within product and project teams, using best practice User-Centred Design methods and processes to deliver and optimise digital customer experiences that maximise customer satisfaction, increase conversion rates and grow online self-service (reducing cost to serve) across all Legal & General’s digital assets.

• Responsible for the information architecture, navigation, user-flows, experience architecture and interaction designs that effectively and directly solve the customers and partners online needs
• Use of appropriate user experience tools including storyboarding, scenario development, high-level use case definition, user and task analysis to capture and develop user requirements and integrate elements into user interaction designs
• Work in collaboration with UI Designer to create, evaluate and modify wireframes and prototypes to support development process and facilitate iterative testing of prototypes
• Design and develop usability testing plans
• Work closely with the analytics team to analyse and interpret website metrics in order to develop deep and broad understanding of user base and user behaviour
• Be at the centre of expertise in terms of giving the customers and partners a world-class digital user experience
• Develop and share deep knowledge of customer insight to understand our customer and partners’ needs, attitudes, goals, values and behaviours to be able to deliver personalised and customised digital experiences in line with L&G’s Customer Experience and Treating Customers Fairly policy

• Desirable to have Degree in a human-centred design and / or psychology discipline or equivalent
• Good knowledge of latest Design best practice and methods
• Demonstrable experience of concepting user-centred digital solutions
• Understanding of UX principles, personas, usability and other UX disciplines
• The role holder should have a good understanding of Lean UX and Agile delivery methods
• Client-facing experience in an agency environment would be beneficial
• Good communication and written skills
• Confident to challenge briefs and requests from within and outside the organisation
• Ability to influence and build trusted relationships with all levels within the organisation and external agencies and become a strong advocate for user centred design
• Good team player – ability to work collaboratively across disciplines
• Pays attention to new online trends, behaviours, technologies and how the organisation can use these to retain customers, transform offline processes to online, and to optimise experiences and procedures

Whatever your role, Legal & General rewards ability, performance and attitude with a package that looks after things that matter to you.

Our employees have a wide range of benefits including:

• A generous pension scheme
• Life assurance
• 25 holiday days
• Private medical insurance
• Performance related bonuses
• A variety of share schemes
• Discounts on high street and our own great products

Your hard work will be rewarded when you join us.

For further information please contact Anastasia Jurcenko on Anastasia.Jurcenko@landg.com.

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