Voice of the Customer Senior Manager in Cardiff

We are seeking a strategic and people-focused Voice of the Customer (VoC) Senior Manager to lead our customer experience programme. This role is responsible for managing the VoC Lead and Senior Reporting Analyst, ensuring the delivery of actionable insight through unified customer feedback that ultimately transforms the customers' experience with Admiral. The Senior VoC Manager will champion customer-centricity, drive continuous improvement, and ensure that customer and employee feedback is embedded in business decisions to enhance satisfaction, retention, and trust. This role is pivotal in driving the organisation towards Customer Experience Excellence.

• Leadership & People Management
  • Lead, coach, and develop the VoC Lead and Senior Reporting Analyst, fostering a high-performing, collaborative culture.
  • Set clear objectives, provide regular feedback, and support professional development.
  • Allocate resources and manage workloads to deliver team goals.
• VoC Strategy & Framework
  • Own and shape the VoC and CX strategy, ensuring the framework delivers the strategy and customer-centric transformation needed.
  • Oversee the design, implementation, and optimisation of the VoC framework, ensuring integration of feedback from all channels.
  • Ensure best practice in survey design, data collection, analysis, and action planning.
  • Drive continuous improvement in tools, methodologies, and processes, staying current with industry best practice.
• Customer-Centric Culture Advocacy
  • Advocate the delivery of Customer Experience Excellence across the business working in collaboration with teams to map and improve the customers' end-to-end journey.
  • Champion the customer voice across the organisation, aligning with initiatives such as the Admiral Customer Promise.
  • Promote a culture of trust, value, and ease through effective communication and advocacy.
• Stakeholder Engagement & Collaboration
  • Act as the senior liaison between Insights & Propositions and other business units to drive CX improvements and ensure each function is accountable for their role in improving the customer journey and fostering excellence.
  • Ensure customer and employee insights are unified, visible and influential in strategic forums and projects.
  • Support cross-functional teams in embedding CX-driven insight into decision-making.
• Insight Delivery & Communication
  • Present and embed insights & recommendations derived from the VoC programme that delivers a clear, tangible action plan shared across key forums and for key audiences.
  • Collaborate with the Research & Market Insight team to produce thought leadership papers for the Customer Committee, providing actionable recommendations to improve customer experience and outcomes.
  • Work closely with the Group Customer Strategy team to curate Exec level papers for Customer Steering.
  • Continue to lead, define and embed the Customer measurement framework with Group Customer strategy starting with UK Insurance and rolling out into other UK and European entities.
• Supplier & Platform Management
  • Oversee management of VoC platforms and third-party vendors, ensuring tools deliver value and support business needs.
  • Lead platform evaluations, onboarding, and improvement initiatives.
• Industry Best Practices & Innovation
  • Stay abreast of emerging digital channels and feedback technologies.
  • Drive the shift from reactive to proactive insight strategies using real-time data.
  • Break down data silos to create unified customer views.

Experience and Qualifications Required

• Significant experience in a VoC or CX-related leadership role within financial services.
• Extensive experience with VoC survey tools, feedback platforms, and data analysis.
• Proven people management and team leadership skills.
• Strong stakeholder management and cross-functional collaboration abilities.
• Passion for customer advocacy and a customer-first mindset.
• Excellent verbal and written communication skills.
• Experience managing third-party vendors and platforms.
• Experience managing budgets.

Admiral takes pride in being a diverse and inclusive business. It is a place where you can be yourself and show up as you are. We are committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can grow and progress at a pace and direction that suits you, make a difference for our customers and each other, and share in our future with all colleagues eligible for up to £3,600 of free shares each year after one year of service. Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave. We are proud of our people-first culture and have been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We are fully committed to making sure your progression is not slowed or halted due to race, gender, age, sexuality or any of the protected characteristics. Our fantastic benefits ensure our colleagues have a great work-life balance.