Customer Experience Manager

1 month ago

Romford, United Kingdom AllClear - Voted UK's No.1 for Customer Care Full time

Join Our Team as a Customer Experience Manager

Location: Hybrid (Harold Wood, London Zone 6 / Remote)

Department: Marketing

Reports to: Head of Customer Experience

Are you passionate about elevating customer experience and have a strong drive for innovation? The InsurEvo Group is seeking an experienced Customer Experience Manager to craft and lead customer experience (CX) initiatives that enhance satisfaction and retention across our brands, including AllClear and InsureandGo.

About InsurEvo Group

We’re a multi-award-winning travel insurance group dedicated to customer-first service. Operating in the UK, Ireland, and Australia, we are proud to serve a diverse clientele with over 30 million customers since 2000. Voted as the UK’s No.1 for Customer Care and endorsed by Which? Best Buy, we focus on delivering best in-class travel insurance.

Key Responsibilities:

  • End-to-End CX Strategy Development: Design and implement customer experience strategies that align with our business objectives.
  • Customer Journey Mapping: Create and manage journey maps across brands and markets to optimise customer interactions.
  • CX Improvement Initiatives: Use data and customer feedback to identify key areas for improvement, refining customer touchpoints like our website and portal.
  • Voice of Customer (VoC) Programme: Lead the VoC programme, incorporating new customer listening tools and prioritising improvements based on feedback.
  • Cross-Functional Collaboration: Work closely with teams in the UK and Gibraltar to deliver CX projects and a roadmap driven by data, personalisation, and experimentation.
  • Performance Monitoring: Track CX indicators, report findings, and present recommendations to senior management.

Ideal Candidate Profile:

  • CX Experience: Demonstrated success in customer experience or product management, ideally within insurance or financial services.
  • Educational Background: Bachelor’s degree in Marketing, Business Administration, or related field; a Master’s degree is a plus.
  • Analytical Proficiency: Skilled in tools like Google Analytics, Tableau, or similar, with a knack for translating data into actionable insights.
  • Tech & Design Insight: Understanding of technical and UX/UI elements to support CX project delivery.
  • Project Management: Strong project management skills, adept at handling multiple CX initiatives in a dynamic environment.
  • Collaborative Communicator: Excellent communication skills with the ability to interface across teams and levels, and articulate the rationale behind CX strategies.

Why Join Us?

  • Be Part of an Award-Winning Team: We’re ranked among the top insurance companies to work for in the UK.
  • Flexible Working Options: Enjoy the balance of remote and office working.
  • Career Growth: Join a forward-thinking group with ample opportunities for innovation and professional development.

Ready to make a meaningful impact and shape the future of customer experience? Apply now to join InsurEvo Group as a Customer Experience Manager

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