UX Journey Lead - #1709084

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

The Role: UX Journey Lead

As a UX Journey Lead, you will be responsible for overseeing the end-to-end user experience journey across digital channels, with a specific focus across search, web and social. As part of our experience management team, your role will involve collaborating with cross-functional teams to design, implement, and optimise user journeys that enhance customer and adviser satisfaction and drive engagement.

Key Responsibilities:

• Responsible for maintaining digital journey maps, ensuring these are kept up to date across Find, Win, Grow and Protect stages of the digital journeys.
• Develop journey maps, task flows and wireframes to communicate design concepts.
• Facilitate discovery and co-creation workshops to gather stakeholder input with a clear focus on customer needs and outcomes.
• Contribute to feature design elaboration owning the requirements of user stories mapped to feature outcomes
• Communicate journey design decisions and rationale to teams and stakeholders.
• Contribute to the growth and improvement of the design system by ensuring user journey maps align to component and template frameworks.
• Contribute to performance definition metrics across engagement measures across user journey maps.
• Develop in conjunction with customer insight and research, user-led research briefs to gather inputs to validate decisions across journey maps
  
  

Key Skills and Experience:

• Several years of experience in a UX role, with a key focus on journey management.
• Strong knowledge of user-centred design principles and methodologies.
• Proficiency in design software, especially MIRO and Figma.
• Experience in creating user research briefs, and some experience of moderating user testing sessions.
• Ability to lead and facilitate workshops and co-creation sessions.
• Excellent communication and collaboration skills.
• Experience in articulating customer needs and wants based on evidence based design and insight
• Experience in developing journey maps for a diverse range of customers within the long-term savings and investments arena
  
  

Attributes:

• Strong focus on usability and understanding customer needs and wants
• Ability to problem solve and develop creative solutions to meet outcomes
• Highly organised with a strong focus on detail
• Ability to lead by example, and take SME’s and Stakeholders with them
  
  

Work Level: Experienced Colleague

Recruiter: Phoebe Ewers

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [email protected]