Business Justification
Diaspora Insurance operates in a highly competitive and trust-driven market serving UK-based diaspora communities.
Why we need this role now:
- FCA Consumer Duty: From July 2023, insurers must prove “good customer outcomes”.
- This role will own compliance, evidence, and reporting to FCA/PRA
- Retention & Growth: Our renewal rates and referrals are directly tied to service experience. A 5% increase in retention can increase profitability by 25-95%. We need a dedicated owner to drive this.
- Complaints & Reputation: Insurance is a “grudge purchase”. Poor claims experience and slow service damage brand trust in tight-knit diaspora communities where word-of-mouth is everything.
- Digital Transformation: Customers expect WhatsApp, self-serve portals, and fast claims updates. We need leadership to redesign journeys and leverage data.
- Differentiation: Competitors compete on price. We will compete on *empathy, speed, and clarity* for customers sending money home. This role will build that moat.
Expected ROI*: Reduce complaints by 30%, increase NPS by 15 points, improve renewal rates by 8% within 12 months.
Role Purpose
- To lead and transform the end-to-end customer journey for Diaspora Insurance customers across the UK and diaspora markets.
- Own the strategy, culture, and delivery of a customer-centric business that drives higher NPS, lower complaints, and higher retention while meeting FCA Consumer Duty.
Key Responsibilities
- Develop and own the 3-year Customer Experience Strategy aligned to business plan
- Embed customer-centric culture across Sales, Claims, Underwriting, and Service
- Own CX metrics: NPS, CSAT, CES, Retention, Complaints, First Contact Resolution
Customer Journey & Service Design
- Map and redesign journeys for quote, onboarding, servicing, claims, and renewal
- Address diaspora-specific pain points: cross-border payments, time zones, language, trust
Operations & Delivery
- Lead Customer Service team, contact centre, and digital channels
- Ensure compliance with FCA Consumer Duty, DISP complaints rules, ICO GDPR
- Partner with Claims to reduce TAT and improve transparency/communication
- Use CRM, telephony, and feedback data to drive weekly improvements
- Work with Product/IT to improve website, app, WhatsApp, and customer portal UX
- Build dashboards for Exco/Board reporting
Governance & Reporting
- Monthly CX report to Exco and quarterly update to Board
- Own complaints MI and remediation plans per FCA requirements
- Manage CX budget, vendors, and outsourcing partners
Required Skills & Competencies
Technical Skills
- Insurance Knowledge – Policy admin, claims, underwriting basics
- Data & Insight – NPS, CSAT, VOC, MI, root cause analysis
- Regulatory- FCA Consumer Duty, DISP, ICO GDPR
- Tech – CRM: Salesforce/Zendesk, Reporting tools: PowerBI/Tableau
- Cultural empathy and understanding of diaspora customer needs
- Commercial acumen – link CX to revenue and retention
- Stakeholder management at Board and frontline level
- Change management and team leadership
Required Experience
- 8+ years in Customer Experience, Customer Service, or Operations
- 3+ years* leading teams of 10+ people
- Insurance or Financial Services experience mandatory. General/Life/Health insurance preferred
- Proven track record improving NPS and reducing complaints in a regulated environment
- Experience delivering multi-channel service: phone, email, WhatsApp, chat, self-serve
Required Academic Qualifications
- Bachelor’s Degree- Business, Marketing, Psychology, Communications, or related field. 2:1 or above preferred
- Professional Certifications Preferred:
- CII – Chartered Insurance Institute: Certificate or Diploma
- CCXP – Certified Customer Experience Professional
- CIM – Chartered Institute of Marketing
- Lean Six Sigma Green Belt or above
Nice to Have
- Experience in diaspora, remittances, or cross-border financial services
- Knowledge of SM&CR and Board governance reporting
12-Month Success Measures
- NPS: +15 points vs baseline
- Complaints: -30% volume, 100% resolved within FCA timeframes
- Renewal Rate: +8%
- Claims Communication Score: >85% CSAT
Key Skills
Customer Experience | Journey Design | Leadership | Data & Insights | Insurance | Compliance | Stakeholder Management
Help us create simpler, faster and more customer-focused experiences.
Job Features
Job Category Marketing
Assurance Diaspora
Diaspora Insurance is a trading name of Destiny Finance Ltd, a company registered in England and Wales (Company Registration No. 09682276). Authorised and regulated by the Financial Conduct Authority, FCA Registration 795897.
This page includes some financial promotions. Some content is for informational purposes only and should not be considered financial advice.
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