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Customer Experience Design Lead

extra holidays - fully flexible
Remote: 
Hybrid
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
London (GB)

Offer summary

Qualifications:

Extensive experience in customer experience design, Interaction design experience and user needs understanding, Experience with digital projects and AI-driven solutions, Strategic product thinking skills, Experience in creating service blueprints.

Key responsabilities:

  • Promote customer experience vision at all stages
  • Improve customer experience across all platforms
  • Use rapid prototyping to test usability of designs
  • Partner with senior stakeholders for optimal changes
  • Master customer needs using feedback and data
Experian logo
Experian Information Technology & Services XLarge https://www.experianplc.com/
10001 Employees
HQ: Costa Mesa
About Experian
Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 16,000 people in 37 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian. Read more at https://www.experianplc.com/careers/ Please note only shortlisted candidates will be contacted Our diverse workforce is part of the reason for our success. We want everyone to succeed, irrespective of their gender, ethnicity, sexuality, physical ability or age.
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Job description

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

Job Description

We are looking for a Customer Experience Design Lead in which, you will help promote the customer experience vision across Experian Data Quality (EDQ). Reporting into the Head of CX, you will define the future experience and identify new opportunities to solve everyday problems that our users have – ensuring the customer journey, products and features are intuitive, easy to use, beautifully designed and delivering maximum benefits. You will also mentor and manage daily tasks of the design team.

Responsibilities

  • Promote the experience vision and strategy at each stage of the customer journey, driving customer-centric change and new ideas.
  • Improve the end-to-end customer experience across EDQ's digital and non-digital portfolio.
  • Use rapid prototyping to test the usability of designs and interactions. Iterate quickly, and promote great design to create strategies that improve customer satisfaction and retention.
  • Partner with and influence senior stakeholders, identifying the highest impact opportunities to improve automation, self service, ease of use, and improved customer experiences..
  • Be an avid customer advocate, mastering customer needs and using feedback, user goals, data, and business requirements to lead clear design direction on the product and the experiences from the first interaction.

Qualifications
  • Extensive experience working on customer experience design for major software applications, with a solid portfolio.
  • Interaction design experience with knowledge to define and promote how an experience should behave based on understanding user needs
  • Experience working on multiple digital projects and designing generative AI/AI-driven solutions and cutomer experiences.
  • Demonstrate strategic product thinking with experience developing product goals, identifying opportunities in a global market, and making decisions based on the impact to users and the business.
  • Experience in partnering with functional teams to create service blueprint.
  • Compelling communicator comfortable presenting to and influencing senior executives, explaining goals and concepts

Additional Information

Benefits package includes:

  • Hybrid working
  • Great compensation package
  • Core benefits include pension, bupa healthcare, sharesave scheme and more
  • 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Grade: D / EB8 Location: London - Hybrid #LI-DS1 #LI-Hybrid

Experian Careers - Creating a better tomorrow together

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Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Experience DesignGenerative Artificial IntelligenceService ProvisioningSoftware PrototypingProduct StrategyDigital Project ManagementInteraction DesignUser AnalysisStakeholder Management

Other Skills

  • Verbal Communication Skills
Are you interested?

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