Allwyn UK are hiring a

Customer Experience Designer

Join our journey

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good. We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & Italy. While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do.

Join us as we embark on a once-in-a-lifetime, large-scale transformation journey by creating a National Lottery that delivers more money to good causes. We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for…

A bit about the role

As we grow our customer-first ambition in the fourth licence of the National Lottery, this role is critical to delivering our CX Strategy, ensuring that as a business we are thinking of what we deliver end to end and through a consumer lens. Working within the CX team and reporting to the Head of Customer Experience, this role will be integral in aiding cultural change around designing experiences based on customer needs, expectations, and behaviours; ensuring as a business we are collaboratively working through solutions to deliver the best outcomes for our customers.

The role is concerned with everything and everyone that touches upon the delivery of The National Lottery customer experience, responsible for the mapping, designing, and ensuring a centralised view of the value we deliver to our customers. This role co-creates and collaborates with colleagues across the organisation as well as with customers, to orchestrate end-to-end journeys that help entertain and excite TNL players and ensure they can efficiently and seamlessly complete their intended goals. The role also supports, coaches, and facilitates new product development and experience initiatives across the business. This is permanent and requires the employee to be 3 days per week in the office (hybrid).

What you’ll be doing

• Accountable for the creation and maintenance of the end-to-end customer journey mapping across all channels and products, ensuring a comprehensive view and understanding of the end-to-end National Lottery experience.
• Creation of visual maps that bring the experience to life, to galvanise the business to think through a customer lens.
• Be the authority on the key touchpoints for different customer needs/groups including aiding in the identification of the moments of truth within the end-to-end experience.
• Ensuring that diversity and inclusion is a key consideration in experience design as well as that of protecting National Lottery players.
• Facilitation of cross-functional workshops, utilising data and expertise to design new experiences, identifying areas of optimisation and innovation and ensuring a seamless omnichannel experience across all touchpoints.
• Embedding the customer in our CX design and delivery to ensure we are creating the best outcomes for our customers, ensuring we are delivering value and brand positivity.
• Baselining and diagnosing ‘as is’ journeys and ideating the target ‘to be’ state, based on research and analysis with the appropriate SMEs and tools to deliver customer outcomes that fulfil the National Lottery brand promise.
• Be the SME of the key critical National Lottery journeys, including being an ambassador of the moments of truth for our customers, working with the relevant teams to build business cases for change, taking into consideration budget and operational realities.
• Work closely with business analysts, user researchers, and other designers, to document and demonstrate the needs of users and customers to stakeholders.
• Utilise insight from research projects, brand trackers, and voice of customer programs to highlight areas of focus and priority across different journeys.
• Conduct internal stakeholder research to gather further information into the customer journey and to find internal inefficiencies and stakeholder pain points.
• Use knowledge and insight across relevant forums to help progress development of TNL products and services that bring simplicity and excitement to the TNL experience.
• Stay updated on industry trends and best practices and utilise relevant learnings in the role.

What experience we’re looking for

• Proven background in experience design, process mapping, or service blueprinting and proficiency in mapping tools like Figma, Adobe XD, or similar.
• Experience and ability to build strong relationships with a range of stakeholders and work cross-functionally to support delivery of user and business needs.
• Ability to absorb large amounts of conflicting information, managing differing needs and expectations of multiple stakeholders to produce simple customer-centric designs.
• Experience in being data-led; using metrics and indicators to measure experience, as well as customer feedback, to highlight areas of improvement.
• Experience of designing experiences that span digital and retail (physical) channels to create omnichannel experiences.
• Ability to apply insight and research into creative thinking and idea generation.
• Well-developed organisational skills, to manage multiple activities in parallel and work well as part of a team.
• Attention to detail is essential along with good business awareness, project management, organisational, and interpersonal skills.
• Excellent influencing and stakeholder engagement skills.
• Strong analytical, problem-solving, and strategic thinking skills.
• Good written and verbal communication skills.
• A passion for improving one of the Nation’s best assets.

Key Measures of Success

• Increase in key customer measures.
• Demonstrable commercial impact of CX driven change to the participant experience.
• Established network of key stakeholders to aid in the delivery of journey map assets.
• Embedded in and working closely with the relevant teams to aid customer-centric experiences (e.g., Retail, Player protection, Social value, People team).
• Work with internal teams to increase internal advocacy and adoption of customer-first ways of working.

About us

We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better.

Innovation - We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all.
Giving back – Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10 year licence.
Sustainability – Our aim is to be net zero by 2030 which would make us the first lottery provider globally to achieve this.
Inclusion and accessibility – We are making all parts of The National Lottery inclusive – whether you play a game in a store or online.

If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team at careers@allwyn.co.uk and we’ll be happy to help.

A place of belonging

We want to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes. Allwyn is an Equal Opportunity Employer which prides itself on being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships. We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this, we offer an interview to disabled applicants who meet the essential requirements of the job.

An inclusive reward offering with wellbeing at the centre

At Allwyn, we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers. Here’s a list of some of the fantastic benefits we offer:

• Company bonus scheme
• Matched pension contributions up to 8.5%
• 26 days annual leave + 2 Life Days (and bank holidays)
• Complimentary Private Medical
• Life Assurance
• Enhanced Maternity & Paternity leave
• £500 wellness allowance
• Access to nutritional advisors and personal trainers
• Discounted Health Assessments
• Complimentary Financial coaching

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues, we continue to create a place of work where people feel rewarded and can succeed.