Customer Experience Manager

3 days ago

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

Background


The InsurEvo Group is a fast-growing, multi-award-winning travel insurance broking group with a brand portfolio that serves different consumer cohorts and demographics across the UK, Ireland, and Australia. We have two core, highly respected brands, AllClear Travel Insurance and InsureandGo, which have covered over 30 million customers since their formation in 2000.


AllClear has been named among the top 10 best insurance companies to work for in the UK, as well as being in the top 50 mid-sized companies to work for in London.



The role


We have an exceptional opportunity for a highly motivated and experienced Customer Experience Manager to join our dynamic Marketing team.


As a “customer-first” business, we have been voted the UK’s No.1 for Customer Care and our products are endorsed by Which? Best Buy award.


The ideal candidate will be responsible for designing, implementing, and managing CX projects that enhance customer experience, satisfaction, and retention. This role requires a deep understanding of customer behaviours, a passion for improving customer journeys, and the ability to collaborate across departments in the UK and Gibraltar to create seamless, connected, and memorable customer experiences.


You will also contribute to the successful delivery of the overall Strategic Marketing Plan for all brands within the InsurEvo Group.



Main responsibilities


● Develop and execute end-to-end customer experience strategies that align with the company's marketing objectives and business goals approved by InsurEvo business in Gibraltar.

● Develop and manage detailed customer journey maps for all brands, markets, and channels agreed by InsurEvo business in Gibraltar.

● Optimise and manage customer journeys across all touchpoints, such as the website and customer portal, to improve customer experience and business KPIs.

● Utilise data and customer feedback to conduct qualitative and quantitative analysis regularly, identifying key moments of truth, improvements, and customer behaviours, preferences, and trends.

● Monitor CX indicators to identify actions to improve customer experience, close performance gaps, and report findings to senior management.

● Execute and manage the Voice of Customer program, introducing new customer listening tools and working closely with other business functions to identify and prioritise new opportunities.

● Work closely with other business functions to ensure the successful delivery of a data-driven, prioritised roadmap of customer experience projects, experimentation, and personalisation.



Desired candidate profile


● Proven work experience in customer experience management and/or product management, preferably in the B2C insurance or financial services sector.

● Bachelor's degree in Marketing, Business Administration, or a related field. A master's degree is a plus.

● A deep understanding of end-to-end customer journeys, UX/UI, behavioural science, and best practices in customer experience.

● Strong analytical skills with the ability to interpret data and derive actionable insights. Proficient user of Google Analytics, Google Data Studio, Tableau, or other visualisation platforms.

● Proficiency in customer experience management tools and customer listening tools to capture and analyse customer feedback from different sources and various channels, e.g., user testing, user groups, surveys, heatmaps.

● Understanding of technical and design aspects to successfully deliver CX projects.

● An analytical thinker and highly motivated to innovate and continuously improve while collaborating across the organisation to drive up standards of customer experience.

● Strong project management skills and the ability to manage multiple initiatives simultaneously and champion them in a fast-paced environment.

● Communication skills – confident with a collaborative working style, able to interface with people of all levels, articulate the thinking behind them, and communicate the technical and strategic aspects of the project. Competencies

● Strong customer-centric mind/ foresight to put yourself in the user’s shoes

● Analytical mind

● Strong attention to detail

● Problem-solving

● Critical thinking

● Communication skills Hours


This role is full-time, 37.5 hours per week. We’re flexible with start and finish times and have no issues with some time spent within the working week working remotely.

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