Customer Proposition Design Analyst

Job Title: Customer Proposition Design AnalystLocation: London - Flexible workingContract type: Contractor - 8 Months, likely to extend (Starts in April)

IR35: Outside

Core Purpose of the Role

Cedar is supporting the delivery of a significant strategic transformation programme focused on increasing competition, resilience and service reach within the UK's community banking infrastructure.

This transformation requires the development of customer-centric, accessible and scalable propositions across multiple workstreams, including assisted services, automated solutions and new hub models.

Responsibilities

• Lead the development of customer journeys and service blueprints, ensuring clarity of steps, pain points, interactions and value exchanges across all propositions.
• Conduct research and insight gathering using qualitative and quantitative methods to understand authentic customer needs, behaviours and expectations.
• Design prototypes, wireframes and conceptual user flows to enable rapid validation of ideas with internal and external stakeholders.
• Facilitate customer testing and feedback loops, including accessibility panels, capturing insights that inform refinement of propositions, journeys and operational design elements.
• Translate insights into actionable service enhancements, ensuring design decisions meaningfully improve customer outcomes and support strategic goals.
• Work closely with programme delivery teams to ensure journeys and propositions are accurately reflected in solution design, requirements, testing and operational planning.
• Collaborate with regulatory, risk and compliance SMEs to ensure propositions adhere to mandatory controls, accessibility expectations, operational resilience and consumer protection obligations.
• Support the development of clear customer value propositions, articulating benefits, features, differentiation and intended experience of each service.
• Maintain consistent design standards, ensuring cohesion across multiple propositions and alignment with brand and service principles.
• Partner with marketing and communications teams, providing customer insights and journey detail to support effective service launch, messaging and experience management.
• Contribute to innovation activity, identifying opportunities for new features, improvements or alternative models that enhance customer value and operational performance.

Capabilities / Skills / Experience

• Experience in service design, UX or customer proposition roles, ideally within financial services or customer-facing regulated environments.
• Strong capability in journey mapping, blueprinting and structured design documentation of current and future state experiences.
• Experience gathering and synthesising customer insights through interviews, surveys, testing sessions or behavioural analysis.
• Ability to translate insight into practical design decisions, ensuring user needs remain central to service evolution.
• Experience designing for inclusivity and accessibility, ensuring propositions meet the needs of vulnerable and diverse customer groups.
• Strong collaboration skills, with the ability to work effectively across technical, operational, compliance and delivery teams.
• Excellent communication skills, able to present complex customer understanding in clear and engaging ways.
• Experience working within multi-workstream transformation programmes, balancing competing priorities and stakeholder inputs.
• Comfortable operating in ambiguity, applying structured design thinking within evolving programme contexts.

Desirable:

• Experience with customer testing technologies, prototyping tools or behavioural research methods.

If this sounds like something that could be of interest and your skills meet the requirements, please submit your CV and reach out to Liam Meikle