UX Designer – Internal CRM & Sales Applications

The Opportunity

We are seeking a highly skilled and systems-minded UX Designer to reimagine and redesign the internal CRM tools used across our life insurance business. This is not a visual or brand design role—this is about workflow efficiency, agent productivity, and business enablement. You will partner with our Technical Product Manager and senior leadership to document, rebuild, and re-envision the user experience across bespoke platforms used by sales, support, underwriting, and claims teams.

This is a unique opportunity to design systems that directly impact agent effectiveness, operational scalability, and investor-readiness—starting from the ground up. Ideally candidates located in London, Toronto, or the Eastern United States (remote with travel) are preferred.

Why Join?

This role places you at the heart of a transformation. You’ll help turn a fragmented, Frankenstein-like internal tool into an elegant, intuitive CRM tailored to our agents' real-world tasks. With executive sponsorship and direct access to key business units, you’ll have the clarity, influence, and support to create something meaningful—with impact visible from Day One.

The Role

Reporting into Product and working in close collaboration with our CTO, Head of Data Engineering, and field stakeholders, the UX Designer will lead the experience architecture of internal systems—from first concept through design documentation and stakeholder validation. You will work hand-in-hand with our Business Analyst/TPM to ensure a unified vision for how the system works and feels.

This is a hands-on design role focused on documenting, wireframing, and evolving complex workflows—not building marketing sites or public-facing applications.

Key Responsibilities & Outcomes

• Partner with our Technical Product Manager to map current-state user journeys for agents, underwriters, and customer service teams.
• Lead the reimagining of workflows with a human-centered approach—reducing task friction, click count, and cognitive load.
• Create and maintain living UX assets (Figma wireframes, flowcharts, journey maps) that illustrate improved system logic and design intent.
• Serve as the UX lead in cross-functional conversations with Engineering, Compliance, Legal, and Support to validate edge cases and process alignment.
• Ensure final designs are aligned with system capabilities, balancing ideal state with engineering feasibility.
• Advocate for accessibility, clarity, and user efficiency across all designs.
• Participate in user feedback sessions, incorporating findings into iterative design cycles.
• Maintain version-controlled UX documentation in Confluence and SharePoint.
• Support agent training enablement with clear visual guides and interface explanations.

Required Qualifications

• 5+ years of experience as a UX Designer, preferably in enterprise or internal tools (CRM, ERP, sales platforms).
• Proven track record of designing complex workflows and systems used by operational teams (sales, call center, support, back office).
• Fluency in Figma or equivalent tools for wireframing, prototypes, and asset management.
• Strong understanding of business process design, system logic, and human factors.
• Ability to document not just the “what” of user interfaces, but the “why” behind them.
• Demonstrated experience working cross-functionally with Product, Engineering, and non-technical business stakeholders.
• Strong communication skills—able to explain UX rationale to a CEO, developer, or agent.
• Experience working on applications that handle regulated or sensitive data (insurance, financial services, health tech) preferred.
• Comfortable managing documentation in Confluence, SharePoint, and tools like Lucidchart or Visio.

Who You Are

• A systems thinker who sees workflows as user journeys and business logic as design challenges.
• Obsessed with reducing complexity and friction for real-world users.
• Curious, pragmatic, and unafraid to rebuild what's broken.
• Detail-oriented, version-control aware, and comfortable in fast-paced environments with high ambiguity.

First 90 Days

• Shadow sales, underwriting, and support teams to build empathy and insight into day-to-day tool usage.
• Collaborate with TPM to identify friction points in current workflows.
• Begin production of visual assets and flow documentation for current state.
• Deliver redesigned wireframes for core high-impact workflows.

6–12 Months

• Help launch new CRM experience assets in partnership with Engineering and Product.
• Complete blueprint documentation with visuals for all agent-facing tools.
• Serve as lead UX owner for roadmap initiatives focused on CRM modernization, agent enablement, and tool scalability.

We Offer

Neilson provides a competitive total compensation package, extensive learning opportunities, and a dynamic environment where you can grow your career. Compensation will be based on experience, skill set, geographic location, and business needs. Additionally, we offer a robust benefits package. UK candidates enjoy the following;

• Life Assurance from day one, so you are protected too.
• Employee Assistance Programme to help and support with life stuff!
• We have plenty of local discounts for coffee outlets, restaurants, cinemas and gyms.
• Free fruit, Flu Vaccinations, Cycle to work scheme, Eye Test/Glasses Vouchers, looking after your wellbeing!
• Exceptional training – giving you all the tools to succeed throughout your NFS career!
• Pension & 25 days holiday.
• Enhanced maternity & Paternity pay.
• Private Medical insurance.

If you are ready to step into a role as our principal technical product owner and see yourself thriving while rising to the challenge, we’d love to hear from you. Join us at Neilson and help shape the future of our technology landscape.

About Neilson

At Neilson, our mission is to make life insurance simple and accessible to everyone. We’re dedicated to helping families secure financial protection for their loved ones with a range of options. Since launching in 2012, Neilson has successfully expanded from a UK-only business with 100 employees to an award-winning international operation and leader in the global life insurance market, now with 1000+ employees and offices in USA, Canada, Ireland, and Australia.