Systems and Customer Journey Optimisation Executive

A unique opportunity to join a forward-thinking insurance broker and play a vital role in shaping customer experiences while driving business growth! As a System and Customer Journey Optimisation Executive, you will combine your technical expertise, strategic insights, and collaboration to drive efficiency, user satisfaction, and online sales growth.

This role is centred around managing the CRM system, providing technical support to the team and brokers, and overseeing the development, testing, and rollout of new features. Key responsibilities include:

• Updating and building system products
• Ensuring document accuracy
• Optimising online customer journeys to boost sales conversions
• Using data to identify drop-off points
• Hypothesising, testing, implementing improvements, and tracking outcomes to enhance performance

Working closely with the Marketing Director, you will also manage a System Support Assistant, resolving technical issues, collaborating with the marketing team to refine user experiences, and liaising with internal teams and third-party providers to ensure seamless operations and continuous system improvement.

The ideal candidate for this role will possess a strong understanding of general insurance legislation and relevant regulations, including FCA rules and GDPR. You will be adept at implementing processes and procedures with high accuracy and attention to detail. A proactive learner, you will be an excellent communicator, a strong team player, great at building strong internal and external working relationships, and able to work smoothly under pressure and meet tight deadlines.

Preferred qualifications include a GCSE-level pass in English and Mathematics (or higher), with a bachelor’s degree or HND advantageous. Technical skills in CSS, HTML, and JavaScript are valuable, as is knowledge of Google Analytics, A/B testing, and statistical analysis. Proficiency in MS Office, Excel, and data visualisation tools is required, while familiarity with image editing software and screen recording tools (e.g., Hotjar) is a plus.

This is a pivotal role within an established, fast-growing, and multiple award-winning Surrey-based insurance business. Although the role is currently fully office-based, the office is extremely convenient for the local National Rail station and buses. Some parking allocations can be available on a rota basis.

As you would expect, in addition to a competitive starting salary, there is an attractive benefits package and holiday allowance. At Insure Recruitment, we work with clients who are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this role but your past experience doesn’t align perfectly with every qualification or criteria in the above description, we encourage you to apply anyway. You may be exactly what we’re looking for in this or other roles.

Please apply for the role by submitting your most up-to-date CV. If your application is successful, we will be in touch within 2 working days of receiving your job application to discuss the opportunity in more detail.