Senior UX / CX Designer - Customer experience ($ 40K UP)

• Work on the end-to-end customer journeys (as-is and to-be journey maps) to enhance our Customers, Distribution and Operations experience
• Support the project/ program by collaborating with internal teams on research, mapping, experience design and design planning
• Represent the Customer voice and work with Insights, Distribution, Data Analytics, IT, BA, and Operational partners, ensuring the user perspective is understood and addressed in the new solution
• Conduct or manage customers/agents interviews as needed, collaborating with regional office and local stakeholders at various stages of the HCD process.
• Facilitate co-design workshops and other engagements in support of the projects to seek feedback and direction on the desired future state of experience
• Working with Product Owners to analyse and understand journey maps and proposed solutions to plan and create best practice, low-to-medium fidelity assets articulating the customer/agent experience creatively and concisely (e.g. storyboards, wireframes, mock-ups, clickable prototypes) to showcase a cohesive and compelling view of future state digital and non-digital experiences
• Work with UX Designer to incorporate and reflect storytelling elements to clearly and dynamically present concept designs to a myriad of stakeholders (from C-Suite to Junior UXUI and Developers) to ensure clarity and understanding of a future state experience
• Collaborate, support, guide and train internal stakeholders in HCD processes, including research, synthesis, mapping and communication.
• Ensure that all forms of research, mapping and insights are robust and unbiased, cohesive and add up to a consistent, valuable and best-practice experience
• Think and act both strategically and digitally; you understand how the digital economy is changing user behaviour and the insurance and wealth landscapes.
• Clearly articulate case studies for past projects, including how you have applied an understanding of technology to problem solving in human-centred ways.

Manpower