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- Tasks: Lead customer experience initiatives and manage partner relationships to enhance service delivery.
- Company: Zurich Insurance is a global leader in insurance and risk management, committed to sustainability and community support.
- Benefits: Enjoy flexible working options, a generous pension scheme, private medical insurance, and additional holiday days.
- Why this job: Join a dynamic team focused on innovation and making a positive impact in the community.
- Qualifications: Experience in customer journey design, relationship management, and strong analytical skills are essential.
- Other info: This role offers hybrid working with a supportive and inclusive company culture.
The predicted salary is between 44000 - 66000 £ per year.
Customer Experience & Proposition Delivery Lead
Join to apply for the Customer Experience & Proposition Delivery Lead role at Zurich Insurance
Customer Experience & Proposition Delivery Lead
Join to apply for the Customer Experience & Proposition Delivery Lead role at Zurich Insurance
Working hours: This role is available on a part-time, job-share or full-time basis.
Salary: £55,000 (depending on experience)
Location: Hybrid with minimum of 2 days in office a week, preferable location Chichester with travel to Farnborough and London monthly
Closing date for applications: 22nd July 2025
The opportunity:
Zurich Municipal is a leading provider of insurance and risk management solutions for the public and voluntary sectors. Since 1993 we’ve insured charities, voluntary organisations, housing associations, and the education and public sectors, helping our customers better understand and reduce the risks they face. We provide insurance for organisations of all sizes across the UK, from insuring a large local authority to small community groups.
We’re looking for someone who will be responsible for managing Customer Experience and our Propositions within the Zurich Municipal market. You’ll be confident working on your own initiative and will be responsible for reporting on key customer metrics, managing partner relationships and working on projects to deliver enhanced customer experiences for both existing and new products. You’ll have excellent organisation skills, a great attention to detail and an ability to think commercially. You’ll work in a fast-paced team, working with a wide network of people.
Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.
What will you be doing?
In your role, you’ll be:
- Managing relationships with our proposition partners and ensuring delivery of contractual agreements
- Leading the delivery of contractual requirements with internal and external stakeholders
- Defining the customer engagement strategy and identify improvements to customer communication messaging (drafting content where needed)
- Defining and documenting internal and external processes that facilitate the delivery of good customer outcomes
- Reporting on our customer performance metrics (such as tNPS and rNPS) and identifying opportunities for improvement
- Producing executive summaries of key customer metrics to report into senior stakeholders and forums
- Developing and improving new online journey experiences for our customers
- Making recommendations on how to improve our customer experience
- Working on projects to help deliver new products or enhancements to existing products
- Ensuring good product and regulatory governance of new customer focused initiatives
- Working with internal marketing teams to ensure customer campaigns and communications are delivered effectively to Zurich Municipal customers
- Working with procurement teams where necessary to onboard new contracts or renew existing contracts
What are we looking for?
We’re looking for someone who has the following skills/experience:
- Experience in managing relationships, contracts and external partners
- A background in customer journey design, management and operational execution
- Ability to report, analyse and interpret data
- Experience in working as part of a team and leading on customer elements of large projects
- Ability to communicate, work with and influence stakeholders at all levels
- Excellent verbal and written communication skills, tailoring to audience whether at a customer or Exec level
- Strong commercial acumen
- Proactive, innovative, enthusiastic and forward thinking
- Ability to manage own workload and priorities whilst working in a fast-moving environment
- Naturally creative mindset to help with problem solving and an awareness of brand guidelines
- Excellent attention to detail, organisation and time management
What happens next?
This will be a 2 stage Interview process, preferably face to face.
As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.
What will you get in return?
Everyone’s different. That’s why at Zurich; we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.
Follow the link for more information about our benefits – Employee benefits | Working at Zurich Insurance UK
Who we are:
At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet.
With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.
We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.
If you\’re interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions – then Zurich could be just the place for you. Be part of something great.
Our Culture:
At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.
We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities.
We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.
So make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.
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Customer Experience & Proposition Delivery Lead employer: Zurich Insurance
Contact Detail:
Zurich Insurance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience & Proposition Delivery Lead
✨Tip Number 1
Familiarise yourself with Zurich's customer engagement strategies and their approach to customer experience. Understanding their current initiatives will help you discuss how your skills can enhance their existing processes during the interview.
✨Tip Number 2
Network with current or former employees of Zurich, especially those in customer experience roles. They can provide valuable insights into the company culture and expectations, which can be beneficial for tailoring your responses in the interview.
✨Tip Number 3
Prepare specific examples from your past experiences that demonstrate your ability to manage relationships and improve customer journeys. Be ready to discuss these examples in detail, as they will showcase your relevant skills and achievements.
✨Tip Number 4
Research the latest trends in customer experience and proposition delivery within the insurance sector. Being knowledgeable about industry developments will allow you to engage in meaningful discussions and show your passion for the role.
We think you need these skills to ace Customer Experience & Proposition Delivery Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer journey design and relationship management. Use specific examples that demonstrate your ability to manage contracts and improve customer experiences.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and Zurich Insurance. Mention how your skills align with their needs, particularly in managing partner relationships and reporting on customer metrics.
Showcase Your Communication Skills: Since excellent verbal and written communication is crucial for this role, ensure your application materials are well-written and free of errors. Tailor your language to reflect the professional tone expected at Zurich.
Highlight Relevant Achievements: Include specific achievements related to customer experience improvements or successful project management in your application. Quantify your successes where possible to make a stronger impact.
How to prepare for a job interview at Zurich Insurance
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Customer Experience & Proposition Delivery Lead. Familiarise yourself with Zurich's approach to customer experience and how they manage relationships with partners. This will help you articulate how your skills align with their needs.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and customer journey management. Prepare examples from your past experiences where you've successfully managed customer relationships or improved customer experiences, as these will demonstrate your capability in a practical context.
✨Showcase Your Analytical Skills
Since the role involves reporting on customer performance metrics, be ready to discuss your experience with data analysis. Highlight any tools or methods you've used to interpret data and how you've applied insights to improve customer outcomes.
✨Emphasise Flexibility and Teamwork
Zurich values flexibility and teamwork, so be prepared to discuss how you've adapted to changing environments and collaborated with diverse teams. Share specific examples that illustrate your ability to work effectively in a fast-paced setting while managing multiple priorities.
