Insurance Customer Experience Manager

2 weeks ago


London, Greater London, United Kingdom MERJE Full time
Job Overview:
MERJE presents an exceptional opportunity for a Customer Experience Lead in the insurance sector. The successful candidate will lead complaints management, consumer duty efforts, and strategic innovation in customer experience.

The role offers a competitive salary of £35,000 per annum based on experience, extensive benefits, and the opportunity to work with an award-winning team in a dynamic, fast-paced environment.

About the Company:
This leading insurance provider specialises in protecting passions that enrich lives. With multiple industry awards, including 'Insurer of the Year' for three consecutive years, the company is committed to excellence in customer service and innovative insurance solutions.

About the Role:
The Customer Experience Lead will spearhead initiatives to enhance customer satisfaction across all touchpoints. This includes leading the CX team in managing specialised insurance complaints, spearheading Consumer Duty initiatives, and collaborating on award submissions. Additionally, the role requires driving continuous improvement through innovative ideas and strategic recommendations, as well as analysing customer feedback and complaint data to identify trends and recommend improvements.

Key Responsibilities:
  • Lead the CX team in managing specialised insurance complaints
  • Spearhead Consumer Duty initiatives and ensure regulatory compliance
  • Collaborate on award submissions, showcasing the company's dedication to exceptional service
  • Drive continuous improvement through innovative ideas and strategic recommendations
  • Analyse customer feedback and complaint data to identify trends and recommend improvements


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