Digital Experience Consultant (UX/UI/CX) | Branża ubezpieczeniowa

Quick Facts

• Role: Digital Experience Consultant
• Project focus: transformation of customer claim handling using data, automation, AI and workflow processes
• Work model: hybrid (3 days/week in client office in Warsaw)

Description

As a Digital Experience Consultant, you will directly influence how users use the new solutions and what their experience looks like across different contact channels. The role focuses on designing and optimizing customer experiences across the entire claim submission journey, translating user needs and problems into product recommendations, and ensuring solutions meet CX/UX goals.

Responsibilities

• Design and optimize customer experiences across the full claims journey
• Create and develop Customer Journey Maps, User Flow, and user scenarios
• Analyze user needs and problems and translate them into concrete product recommendations and solutions
• Design omnichannel experiences including Contact Center, Customer Portal, mobile application, email, SMS, and outgoing documents
• Design self-service paths and customer communication standards
• Create wireframes, interactive prototypes, and high-fidelity mockups
• Design modern, intuitive, responsive user interfaces in Figma
• Co-create and develop a Design System, ensuring consistency of experience and visual layer across channels
• Design solutions compliant with digital accessibility principles
• Participate in Discovery, Inception, and solution design workshops; lead and facilitate selected workshops
• Co-create the product backlog and verify solutions against CX and UX
• Participate in usability testing and recommend improvements based on findings
• Present and justify proposed solutions to stakeholders
• Work closely with Product Owners, business analysts, architects, development teams, and business representatives

Requirements

• Minimum 4 years of experience in UX/UI or UX/CX
• Experience designing web or mobile applications
• Experience in digital projects delivered in Agile
• Excellent knowledge of Figma
• Experience with User Flow Design, Information Architecture, wireframing, and prototyping
• Knowledge of User Centered Design approach
• Experience designing self-service processes
• Practical knowledge of Customer Journey Mapping
• Ability to analyze customer experience and identify areas for improvement
• Experience designing omnichannel communication and digital customer journeys
• Experience designing user interfaces
• Knowledge of Design Systems and Responsive Design
• Ability to run workshops
• Ease in collaborating with both business and IT teams
• Ability to present and argue proposed solutions
• Independence, initiative, and proactive approach

Benefits

• Full support for professional and personal development
• Individual support from a Service Delivery Manager
• Training, certificates, and conferences—co-financed or fully covered for technical skills development
• #SmartChange: possibility to change the project and match the next one to your preferences
• Work-life balance support: integration events, sports activities, and inspiring #edge1talks webinars
• Physical activity support: sports initiatives and rental of training rooms
• Health package: private healthcare, sports card, insurance, and psychological support