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For Companies At a Glance
- Tasks: Lead innovative customer experience initiatives to boost satisfaction and retention.
- Company: Join InsurEvo Group, a multi-award-winning travel insurance leader with 30 million customers.
- Benefits: Enjoy flexible hybrid work options and opportunities for career growth.
- Why this job: Make a real impact in a top-rated company focused on customer care and innovation.
- Qualifications: Experience in customer experience or product management; degree in Marketing or Business preferred.
- Other info: Collaborate with teams across the UK and Gibraltar in a dynamic environment.
The predicted salary is between 36000 - 60000 £ per year.
Join Our Team as a Customer Experience Manager
Are you passionate about elevating customer experience and have a strong drive for innovation? The InsurEvo Group is seeking an experienced Customer Experience Manager to craft and lead customer experience (CX) initiatives that enhance satisfaction and retention across our brands, including AllClear and InsureandGo.
About InsurEvo Group
We’re a multi-award-winning travel insurance group dedicated to customer-first service. Operating in the UK, Ireland, and Australia, we are proud to serve a diverse clientele with over 30 million customers since 2000. Voted as the UK’s No.1 for Customer Care and endorsed by Which? Best Buy, we focus on delivering best in-class travel insurance.
Key Responsibilities:
- End-to-End CX Strategy Development: Design and implement customer experience strategies that align with our business objectives.
- Customer Journey Mapping: Create and manage journey maps across brands and markets to optimise customer interactions.
- CX Improvement Initiatives: Use data and customer feedback to identify key areas for improvement, refining customer touchpoints like our website and portal.
- Voice of Customer (VoC) Programme: Lead the VoC programme, incorporating new customer listening tools and prioritising improvements based on feedback.
- Cross-Functional Collaboration: Work closely with teams in the UK and Gibraltar to deliver CX projects and a roadmap driven by data, personalisation, and experimentation.
- Performance Monitoring: Track CX indicators, report findings, and present recommendations to senior management.
Ideal Candidate Profile:
- CX Experience: Demonstrated success in customer experience or product management, ideally within insurance or financial services.
- Educational Background: Bachelor’s degree in Marketing, Business Administration, or related field; a Master’s degree is a plus.
- Analytical Proficiency: Skilled in tools like Google Analytics, Tableau, or similar, with a knack for translating data into actionable insights.
- Tech & Design Insight: Understanding of technical and UX/UI elements to support CX project delivery.
- Project Management: Strong project management skills, adept at handling multiple CX initiatives in a dynamic environment.
- Collaborative Communicator: Excellent communication skills with the ability to interface across teams and levels, and articulate the rationale behind CX strategies.
Why Join Us?
- Be Part of an Award-Winning Team: We’re ranked among the top insurance companies to work for in the UK.
- Flexible Working Options: Enjoy the balance of remote and office working.
- Career Growth: Join a forward-thinking group with ample opportunities for innovation and professional development.
Ready to make a meaningful impact and shape the future of customer experience? Apply now to join InsurEvo Group as a Customer Experience Manager!
Customer Experience Manager employer: AllClear - Voted UK's No.1 for Customer Care
Contact Detail:
AllClear - Voted UK's No.1 for Customer Care Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarize yourself with the latest trends in customer experience, especially within the insurance and financial services sectors. This knowledge will help you speak confidently about innovative strategies during your interview.
✨Tip Number 2
Prepare to discuss specific examples of how you've used data to drive customer experience improvements in previous roles. Highlighting your analytical skills will show that you can translate insights into actionable strategies.
✨Tip Number 3
Demonstrate your project management abilities by sharing experiences where you successfully led multiple initiatives simultaneously. This will showcase your organizational skills and ability to thrive in a dynamic environment.
✨Tip Number 4
Emphasize your collaborative communication style. Be ready to explain how you've worked cross-functionally in the past, as this role requires strong teamwork to deliver effective customer experience projects.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Experience Manager position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer experience or product management. Emphasize any specific achievements in CX strategy development or improvement initiatives that relate to the insurance or financial services sectors.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and innovation. Use specific examples from your past work to demonstrate your analytical proficiency and project management skills.
Highlight Collaborative Skills: In your application, emphasize your ability to communicate and collaborate across teams. Provide examples of how you've successfully worked with cross-functional teams to deliver projects or improve customer experiences.
How to prepare for a job interview at AllClear - Voted UK's No.1 for Customer Care
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for enhancing customer experience during the interview. Share specific examples of how you've successfully improved customer satisfaction in previous roles, especially in the insurance or financial services sectors.
✨Demonstrate Analytical Skills
Be prepared to discuss your experience with analytical tools like Google Analytics or Tableau. Highlight how you've used data to drive decisions and improve customer touchpoints, as this is crucial for the role.
✨Prepare for Cross-Functional Collaboration Questions
Since the role involves working closely with various teams, think of examples that showcase your collaborative communication skills. Be ready to explain how you’ve effectively worked with different departments to achieve common goals.
✨Understand the Company’s CX Strategy
Research InsurEvo Group's current customer experience initiatives and be ready to discuss how you can contribute to their goals. Showing that you understand their approach will demonstrate your genuine interest in the position.
