Head of Experience Design

About Bikmo

Bikmo is an award-winning cycle insurance specialist with a mission to protect the world’s riders and the places we ride. We already protect over 75,000 riders across the UK and Europe.

We build simple yet comprehensive insurance policies designed for all riders and use technology to make purchasing and managing a policy super-easy 24/7. We’re proud to partner with some of the biggest brands in the bike world from British Cycling to Brompton and ÖBB to Deliveroo.

Purpose is core to our culture which is why we’re a B Corp and 1% for the Planet member, with clear social and environmental goals that align with our company mission.

Role purpose

Bikmo is on the hunt for a hands-on Head of Experience Design to help us build and embed Experience Design Thinking into everything we do.

In the first stage, you’ll be solely responsible for mapping the end-to-end customer experience, using this insight to reimagine the Bikmo experience, helping us identify new customers and reward the loyalty of our existing ones.

As Head of Experience Design, you’ll have the autonomy and support to build and deliver a digital experience roadmap focussing on customer acquisition, retention, lifetime value and loyalty. 93% of our customers won’t make a claim in a given year, it’s important we continue to deliver value and delight these customers.

Starting out, you’ll have the necessary budget to work with a team of external and internal professionals across CRO, UX/UI and engineering. Over time, you can in-house and grow a team that best supports your strategy. Reporting directly to the CEO, you’ll get the support you need from day one.

Key duties & responsibilities 

Some of the areas where you will make an impact are:

• Develop and deliver a plan to understand customer needs and frustrations. 
• Streamline the journey for fast, effective comparisons, quotes, renewals and claims.
• Manage and enhance our ongoing relationship with customers across all touchpoints including email, claims, and repeat policy purchase.
• Obsess over data to continually iterate and optimise all steps of the customer experience.
• Work closely with our Customer Experience team to understand where our customers might need additional support.
• Work closely with our Engineering team to identify and implement the next platforms and tools to meet our business goals.

Your approach to work

You will be a self-directed person who can manage your own time and can collaborate with people who have different working styles in different time zones. We believe that the best approach to work is to give our team members autonomy and accountability within their roles. Our culture promotes trust, communication and flexibility and we work as a team to support each other and deliver our goals. 

Person specification 

We’re looking for an experience design manager with the following qualities:  

• A hands-on designer with 5+ years experience designing and shipping digital experience, tools and features.
• Comfortable working with customers and able to draw insight from a range of input such as interviews, onsite behaviour and quantitative data.
• Confident in sharing your design requirements with product managers and developers.
• A confident leader able to manage with and without authority to drive cross-business collaboration.

Additional requirements which might help your application

• Experience working in the insurance industries within the UK, Germany, France and/or the Netherlands. 
• Knowledge of the cycling industry.
• A passion for cycling and knowledge of different cycling tribes.

Salary and Benefits

• Full-time, Mon-Fri. We are happy to consider job sharing and part-time options. (moving to 4DW model by summer 2024 (full-time pay)
• Starting salary at 60.000€ per annum.
• Company share options scheme.
• Company performance bonus scheme.
• This can be a fully remote role or based in one of our offices in Chester, Innsbruck or Rosenheim. We are targeting candidates either based in Germany or Austria, or with a deep understanding of the German-speaking market. Your onboarding will take place over a week in our Innsbruck office, and you will be required to attend one of our offices for a minimum of 3 days per quarter.

Benefits

• Insurance products for you, your family and friends
• Discounted cycling goods + 
• Cycle to Work / Bike Leasing Schemes
• Life Insurance
• Mental Health, Wellbeing and Neurodiversity support
• Ride days for when you need to get away from your desk and enjoy the trails.
• Volunteering days to support other organisations doing great things. 2 days per year for FTE

Personal attributes we are looking for: 

• Adaptability and flexibility
• Willingness to learn
• Honesty
• Creativity - this comes in many forms
• Well organised & efficient

Equality 

Don't feel like you're matching 100% of the criteria? We welcome applicants who can meet the core requirements, even if you don't think you tick all of the boxes. We actively encourage applications from diverse backgrounds and under-represented groups within the cycling and insurance industry.

Bikmo is an equal opportunities employer, this means we recruit, develop and compensate regardless of differences. We value diversity. Everybody is unique and this should be celebrated. We want Bikmo to be a place where people feel comfortable bringing their whole selves to work. 

Application Process

To continue the conversation just click the, Find out more, button and attach a short cover letter + your CV. We love to hear how your own values and experiences align with the role.

We are looking to hire for this role as soon as possible, so interviews will be on a rolling basis.

If you require any reasonable adjustments to be made to support you through our recruitment process please get in touch.

Remember 

By applying for this role you are giving Bikmo consent to use the information you provide to process your job application in accordance with DSVGO regulations.