At a Glance
- Tasks: Lead customer research to enhance understanding and improve brand experiences.
- Company: Join Policy Expert, a forward-thinking insurance company transforming the industry.
- Benefits: Enjoy private medical cover, a £1,000 learning budget, and travel season ticket loans.
- Other info: Hybrid working model with a vibrant team culture and growth opportunities.
- Why this job: Make a real impact by shaping customer journeys and driving brand success.
- Qualifications: Experience in quantitative and qualitative research is essential.
The predicted salary is between 40500 - 49500 £ per year.
London office based in a 50/50 hybrid working model.
Responsibilities include customer understanding, journey testing, and brand tracking.
Requirements include experience in quantitative and qualitative research.
Benefits include private medical cover, learning budget, and travel season ticket loan.
Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience. Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013.
At Policy Expert, we’re always looking for ways to be more customer centric. We want customers’ views to shape how we judge our performance, what we build and how we talk to people. As Customer Insight Manager, you’ll run our research programmes from start to finish, designing and running studies yourself on online research platforms, bringing in agencies and third-party partners when a project needs them. You’ll work across Marketing, Customer, and Product and Tech teams, turning what customers tell us into clear recommendations for our brand, communications and journeys.
Your primary areas of responsibility and focus will be:
- Customer understanding and Consumer Duty: Run a regular programme testing customer understanding of our products and communications, such as quotes, renewal invitations and policy information. Use surveys, customer feedback, complaints and behavioural data to find where and why customers misunderstand us, and work with the owners to fix it.
- Journey testing and optimisation: Test quote and buy, renewal and servicing journeys using usability, prototype and in-journey testing to find where customers get stuck or drop out. Work with our Product and Tech teams to turn customer insight into test ideas, then help design and read A/B tests that improve customer outcomes and performance, such as conversion and retention.
- Customer needs and propositions: Check that the features and benefits of new and redeveloped products are understood and valued by customers. Highlight unmet needs, buying triggers and barriers by customer segment, and run fast-turnaround studies on new topics as they come up.
- Brand tracking: Own our agency-run brand health tracker, managing each wave from questionnaire updates through to data quality and reporting. Analyse awareness, consideration, brand image and category entry points across home, car and pet, explaining changes by segment, against competitors and against our marketing strategy.
- Running the research programme: Run projects independently, from shaping the brief and choosing the method to scripting and fielding surveys, analysing results and presenting clear recommendations. Choose, brief and manage 3rd parties as required against clear objectives, timelines, costs and quality standards. Prioritise research requests, plan the research calendar and keep a library of past findings.
The person we’re looking for is someone who:
- Is passionate about great customer outcomes based on a real understanding of customer needs, attitudes and behaviours.
- Is confident working autonomously, setting priorities and moving projects forward without close direction, and is hands‑on enough to build a survey one day and manage an agency project the next.
- Can balance thorough analysis with clear summaries for different audiences and make sensible recommendations for action.
- Works well across functions to engage stakeholders, make progress against a plan and get things done.
- Is energetic and outgoing, and happy to put their hand up to help. In a lean team, enthusiasm and a desire to take on responsibility is essential.
- Has financial services or insurance experience. This would be an advantage but isn’t essential.
To be a great candidate, we’re looking for experience in some or all of these areas:
- Quantitative and qualitative research: collecting and distilling customer and category insights with a wide range of techniques.
- Experience with online research tools such as QuestionPro, UserTesting: designing, scripting and running your own studies, including routing, sampling and quotas.
- Brand tracking: working with an agency to run a reliable ongoing tracker that informs brand strategy.
- Journey and user experience research: usability, prototype and comprehension testing, alongside A/B testing and web analytics.
- Voice of the Customer programmes and ad testing across the creative development process.
- Agency management: writing briefs, commissioning work and quality-checking outputs.
- Statistical analysis, such as significance testing and driver analysis, and knowing when techniques like MaxDiff or conjoint are the right choice.
This role will be based in our London office in a 50/50 Hybrid mode.
We match your pension contributions up to 7%.
Learning budget of £1,000 a year + Study leave (with encouragement to use it).
Enhanced maternity & paternity.
Travel season ticket loan.
Access to a wide selection of London O2 events and use of a Private Lounge.
We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment.
At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.
Customer Insight Manager (12 Month FTC) in London employer: Consortium
Micro Rainbow is an exceptional employer dedicated to creating a supportive and inclusive work environment for its employees. Located in London, the company offers meaningful opportunities for personal and professional growth, particularly for those passionate about social justice and equality. With a strong emphasis on employee well-being and a culture that values lived experiences, Micro Rainbow empowers its staff to make a real difference in the lives of LGBTQI asylum seekers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Manager (12 Month FTC) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Consortium. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Consortium before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insight Manager (12 Month FTC) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Consortium:Your cover letter is your chance to shine! Tell us why you want to work at Consortium specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Consortium!
How to prepare for a job interview at Consortium
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
