Customer Experience Designer

About the role

Join LIC’s Customer Experience function as a Customer Experience Designer. Reporting to the Experience Design Manager, you will shape and embed cohesive, measurable experiences across every customer touchpoint, turning insights into actionable design solutions.

Key responsibilities

• Define and deliver CX strategies that boost satisfaction, loyalty and brand perception.
• Apply human‑centred design and Design Thinking to translate insights into practical solutions.
• Map, monitor and optimise end‑to‑end customer journeys to reduce friction.
• Identify root causes of issues and lead cross‑functional improvements.
• Partner with product, operations, sales, marketing and support teams to embed customer thinking.
• Measure the impact of CX initiatives and link them to business outcomes and ROI.

Required profile

• Proven experience in customer experience, service design or a similar discipline.
• Track record of delivering measurable improvements in customer outcomes.
• Strong analytical ability to turn data and feedback into decisions.
• Experience improving end‑to‑end journeys and solving pain points.
• Excellent facilitation and stakeholder‑engagement skills.
• Comfortable working in fast‑paced environments with shifting priorities.

Required skills

• Human‑centred design methodology
• Design Thinking framework

What we offer

• Competitive salary
• Extra leave days and flexible working options
• Discounted health, life, income and disability insurances
• Access to employee share scheme
• Wellbeing discounts and free onsite parking