Customer Experience Manager

Insurance Industry

Hybrid (1-3 time travel required per month)

This role leads the understanding, mapping and improvement of end-to-end customer journeys across UK Retail. Working within a change and PMO environment, the position ensures customer experience is embedded into projects, operational delivery and proposition development.

Customer Journey Mapping

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Lead end-to-end customer journey mapping across retail segments

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Identify friction points, risks and improvement opportunities

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Maintain clear current and future-state journey views

Insight & Improvement

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Analyse customer data, complaints, service performance and MI

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Translate insight into practical CX improvement actions

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Track impact of improvements using agreed measures

Change & Project Integration

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Embed customer experience into project design and delivery

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Assess impact of change on customer journeys

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Support prioritisation based on customer impact

Collaboration & Governance

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Work closely with proposition, operations and data teams

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Support compliance with Consumer Duty expectations

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Contribute to governance forums relating to customer outcomes

Candidate Requirements

Essential:

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Experience in customer experience, journey mapping, CX/UX or service design

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Strong understanding of customer journeys within insurance or financial services

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Ability to run workshops and translate insight into actionable improvements

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Strong stakeholder management and influencing skills

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Experience working within a change or delivery environment

Desirable:

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PMO or change delivery experience

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Operational excellence or process improvement exposure

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Knowledge of Consumer Duty frameworks