Digital CX Designer/Consultant

Role Overview:

• Support end-to-end CX design across digital channels such as web, mobile, voice, and portals.
• Work with UX team to produce wireframes, prototypes, and interaction designs using Figma and design system components.
• Contribute to user experience strategy through research, data insights, application of behavioral theories, and industry best practice.

Key Responsibilities:

• Maintain and update journey maps, ensuring journeys are clear, consistent, and customer centric.
• Review existing client digital platforms, assess strengths and pain points, and produce actionable recommendations for improvement.
• Leverage secondary research sources including analytics, MI, client insight, industry benchmarks, regulatory guidance, and trend analysis to triangulate findings.

Digital Consulting & Client Engagement:

• Participate in client workshops to understand existing member experiences and future journey requirements, walk through designs, and gather feedback.
• Confidently explain design rationale, customer insights, and digital propositions to clients.
• Translate research insights into clear, compelling narratives for clients, linking evidence to commercial and experience outcomes.