UX Designer (FTC) Job at Pinnacle Pet Group in Mission

Our Mission: Happy, healthy pets, make for happy, healthy people. We aim to strengthen the unique bond between pets and their parents through our innovative products and services, enabled by brilliant colleagues who embody our values of performance, exploration, togetherness, and sustainability.

Our Journey: In 2016 we set out to focus entirely on pet insurance with pets and families at the centre of our business strategy and in 2017 launched a new brand, EveryPaw. To offer our customers a choice of insurance options for their pets, we also focussed on finding the right partners to support our growth ambition and our first big partnerships with Sainsbury and Argos, went live in 2019. Many talented colleagues have joined us, and we now partner with a number of fantastic brands across the retail, charity and financial services sectors. We’ve developed new capabilities, new platforms and new services specifically for our partners to achieve the best customer experience. Over the last 6 years, the number of pet parents we support has grown five-fold to over half a million in 2023. Together we’ve built the leading Pet Partnership business in the UK and are proud to support and engage pet parents every day to ensure happy and healthy pets.

Our ambition: We’re delivering long-term success and growth through empowerment and strong collaboration focusing on our two own brands; EveryPaw and Pet Protect and building great relationships with our partners to provide market leading products, innovative new services, simplicity and a great customer experience. Our goal is to support over 1 million pet parents by the end of 2026. Pinnacle Pet UK provides great opportunities for those who love pets, want to learn, be challenged and develop. As a team, we are focused on performance and great customer outcomes. We support each other to achieve our individual and collective goals and have a culture where everyone can be authentic, diverse and innovative and truly be the best version of themselves supporting what we do best – pets.

This role provides UX Design (and Research) expertise to underpin Pinnacle Pet Group’s (PPGs) user focus, merging user and business needs to shape the design of great products and solutions for our customers and partners.

In your mission as part of the UX team you will contribute to the design and redesign of customer journeys across Pinnacle Pet Group’s (PPGs) UK and European entities. You will apply your UX Design and Research skills to support the enhancement of our customer and vets experience; enable growth; design accessible user centred solutions that meet commercial goals and deliver an amazing user experience; increase efficiency and support the business in reaching its strategic goals. At a high level, this will involve working with Product owners and technical teams to plan and conduct research and analyse data to obtain actionable insights; redesign/optimise existing flows, and design new processes (to-be), test and retest to deliver outstanding customer and vet journeys in the most efficient way. This is a fantastic opportunity to work in collaboration with the transversal Customer Data and Innovation team, Marketing, Operations, Projects, Actuary, Data Analytics, and IT teams of the different entities.

Key Responsibilities

• Design and redesign Pinnacle Pet Group customer journeys to support enhanced customer experience, growth, efficiency, and current strategic goals.
• Understand the specificities of each market as well as their current products and processes to identify adaptations required to support new standard processes we want to roll out.
• Listen to, understand, and accompany the teams of the different entities in the change journey.
• Iteratively design, test and refine processes for existing or new disruptive products and services in the pet ecosystem.
• Involve and engage product owners, business stakeholders, Marketing, IT to make sure all key parties are on board and all aspects of the design have been considered.
• To discover and analyse design requirements ensuring they are fit for purpose as well as adhering to business objectives and consistency, challenging positively as appropriate.

Key Skills

• Comfortable making high fidelity interactive, shareable prototypes & mentors others in prototyping tools.
• Ensuring existing design flows and limitations of multiple devices and technologies (e.g., apps, web, HTML, progressive web apps) are recognised and understood.
• Creating UX delivery plans for a project with Product & Engineering teams & providing detailed functionality & visual design specs for developers.
• Strives for a consistent look and feel across products.
• Maintains an effective design system & uses design tools, in a highly productive manner (libraries, plugins, shortcuts...)
• Designs UIs by default that are responsive, scalable, maintainable, and future proof.
• Facilitate design sprint workshops with UX, Product and development teams to accelerate UX designs, helping to turn agreed ideas into prototypes and ultimately build better solutions.
• Comfortable with processing and visualising data to help create insight, solve problems, and inform recommendations.
• Flexible and adaptable to changing business needs prioritising work effectively.
• Self-managing, organised and able to plan, track and deliver your work on time and to a high standard.
• Logical and take a structured approach even when there is ambiguity.
• Excellent communication (oral and written) and listening skills to be able to engage and collaborate with people at all levels in the organization and from all departments.

Successful Candidates Will Have

• Proven experience as a Senior UX Designer
• Problem solving skills – creativity and innovation.
• Able to quickly understand business objectives and priorities.
• Experience in balancing customer needs with commercial and technical considerations/ constraints
• Experience working with mixed teams / functional areas, including product management, technical, UX/UI
• Experience designing and (re)designing customer journeys and end-to-end processes with delivery of tangible benefits.
• Used to gaining insights from data.
• Solution oriented, placing the end customer in the centre of what you do.
• Excellent stakeholder management and change management skills
• Used to working in Agile environments.
• Design Thinking experience
• HTML/CSS knowledge
• Experience shaping and working with Design Systems