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
Job title:
CX Designer/Researcher - Pensions
Job Description:
Responsibilities Include:

• Develop detailed customer journey maps to understand and optimise the end-to-end customer experience across all touchpoints.
• Design intuitive and efficient IVR (Interactive Voice Response) systems that enhance the customer experience.
• Collaborate with developers and speech engineers to create natural and user-friendly voice interactions.
• Optimise voice-based interactions to reduce friction and improve customer satisfaction.
• Design and implement chatbot interactions that provide efficient and effective customer support.
• Develop conversational flows and scripts that ensure smooth and natural user interactions.
• Continuously analyse chatbot performance and user feedback to make iterative improvements.
• Conduct CX research to gather insights into customer needs, behaviors, and preferences.
• Work closely with cross-functional teams, including product managers, developers, marketers, and customer service

What are we looking for:

• CX research experience in designing digital journeys, customer testing and market research
• CX Design – a strong understanding of customer journey mapping, user-centered design principles, and best practices
• Familiarity with AI and machine learning technologies for conversational design
• Omnichannel CX Experience designing for telephony and voice systems, including IVR, experience designing and implementing chatbot interactions.
• Proficiency in a variety of qualitative and quantitative research methodologies
• Strong analytical skills to interpret both qualitative and quantitative data gathered from user research activities
• Experience of working within Financial Services/pensions and or with a central Government client

Location:
Home-Based - GBR,
United Kingdom
Time Type:
Full time
Contract Type:
Fixed Term (Fixed Term)