At a Glance
- Tasks: Lead and transform customer journeys for diaspora insurance clients across the UK.
- Company: Join a dynamic team at Diaspora Insurance, focused on empathy and customer experience.
- Benefits: Competitive salary, professional development, and a chance to make a real impact.
- Other info: Be part of a mission to enhance customer satisfaction and retention.
- Why this job: Shape the future of customer service in a fast-paced, trust-driven market.
- Qualifications: 8+ years in customer experience and leadership; insurance knowledge is a must.
The predicted salary is between 56700 - 69300 £ per year.
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.
- Map and redesign journeys for quote, onboarding, servicing, claims, and renewal.
- Address diaspora-specific pain points: cross-border payments, time zones, language, trust.
- 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.
- 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.
Customer Experience Specialist in Birmingham employer: Diaspora Insurance
Diaspora Insurance is an exceptional employer, dedicated to fostering a customer-centric culture that prioritises empathy, speed, and clarity in service delivery. Located in the UK, we offer our employees a dynamic work environment with opportunities for professional growth, particularly in the insurance and financial services sectors. Our commitment to compliance and innovation ensures that team members can make a meaningful impact while enjoying a supportive atmosphere that values their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Diaspora Insurance. 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 Diaspora Insurance 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 Experience Specialist in Birmingham
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 Diaspora Insurance:Your cover letter is your chance to shine! Tell us why you want to work at Diaspora Insurance 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 Diaspora Insurance!
How to prepare for a job interview at Diaspora Insurance
✨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.
