Customer Experience Design Lead

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 customer 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 blueprints.
• 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

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