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Head of Customer Proposition

4 months ago

Gloucester, United Kingdom Benefact Group Full time

**Working hours**:35 hours per week, Monday to Friday

**Duration**:Permanent

**Location**:Gloucester

**Job ref**:202296

**About the role***:
**Ecclesiastical Insurance**, who are proudly part of **Benefact Group**, are looking for a **Head of Customer Proposition** to join our** Gloucester **office.

As Head of Customer Proposition you will lead the business in the development and management of a range of insurance products, schemes and propositions, ensuring they deliver against our target market customer needs, commercial objectives and regulatory responsibilities.

Joining our rapidly expanding and innovative Group presents a fantastic opportunity to develop your career and become an integral part of an inclusive, purpose-led organisation.

**Key responsibilities**
***:

- Anticipate business needs and keep up to date with customer sectors, market and competitor changes and appropriate legal and regulatory legislation, ensuring that our products and propositions are reviewed and benchmarked as required
- Develop excellent level of customer understanding in our chosen markets, be the ‘voice of the customer’ within our organisation, build relationships with key customers and sector bodies and represent the business at external events
- Keep abreast of emerging trends, risks opportunities and threats and design/lead developments/improvements including but not limited to product, risk, claims and distribution
- Design and lead the product review process and continue to develop the product oversight and governance policy
- Ensure our products meet regulatory requirements, continually reviewing and identifying opportunities for future improvements to deliver good customer outcomes and ensure they deliver fair value
- Collaborate with internal stakeholders, brokers and external suppliers to design, develop and maintain existing products and propositions, as well as identifying, designing and launching new propositions
- Influence and contribute to developing business strategy in relation to customer niches, growth etc
- Ensure products deliver a great customer experience, working with the Underwriting and Claims Teams as well as our third-party insurers, brokers and providers to identify and make improvements as necessary
- Optimise efficiencies within the delivery of the product suite. E.g. making recommendations for product rationalisation or simplification
- Manage (where applicable) external third parties involved in the delivery of products or propositions
- Support the design and development of the insight and expertise agenda for the Customer Segment Director through the identification of appropriate sources of market, customer, and sector insight. Including the customer and broker listening/communications/training programme
- Create research and marcomms briefs and work closely with our marketing team/third parties to develop and manage key product/proposition messages and Unique Selling points (USPs) for promotion

**Knowledge, skills and experience**
***:

- Significant general insurance experience
- Qualified to CII Diploma level minimum
- Underwriting technical knowledge or excellent knowledge of personal lines/commercial lines insurance products and schemes gained through relevant role
- Previous product development experience and/or evidence of successful design/implementation of products/propositions
- Excellent understanding of the insurance market and fully up to date with regulatory requirements, specifically in relation to Product Oversight & Governance and Consumer Duty
- Experience of leading strategic projects and championing customer needs and outcomes
- Ability to maintain resilience when under pressure
- Ability to generate new ideas and challenge the status quo
- Strong collaboration skills across different business areas and excellent stakeholder management and relationship skills
- Proven track record of influencing of senior stakeholders
- Experience of leading and developing a team

**What we offer**:

- A competitive salary - let's discuss it
- Flexible working
- Group Personal Pension - up to 12% employer contribution
- Generous annual bonus scheme up to 40%
***:

- 28** **days annual leave plus bank holidays, and a holiday buy and sell scheme
- An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
- Up to £300 annual personal grant to a charity of your choice
- Encouraged to take at least one volunteering day per year
- Employee Assistance Programme
- Full study support to gain professional qualifications

**About us****:
**Benefact Group** is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and are currently the UK’s 3rd largest corporate donor, having given away £200 million since 2016. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to a