At a Glance
- Tasks: Lead the Voice of Customer programme and drive meaningful improvements based on customer feedback.
- Company: Join QBE Insurance, a global leader with a human touch.
- Benefits: Enjoy 30 days holiday, flexible working, and a generous pension plan.
- Other info: Be part of an award-winning team focused on innovation and inclusivity.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic environment.
- Qualifications: Experience in running VOC programmes and strong analytical skills required.
The predicted salary is between 55000 - 65000 £ per year.
hackajob is collaborating with QBE Insurance to connect them with exceptional professionals for this role.
Primary Details
- Time Type: Full time
- Worker Type: Employee
Role Highlights
- London, with hybrid working
- Enhance your career in an exciting and ever-changing environment
The Opportunity
We’re looking for an experienced Customer Experience (CX) professional to lead the Voice of Customer (VOC) programme for QBE’s European Operations division. In this role, you’ll ensure customer feedback is captured, understood, and translated into meaningful improvements across the business. You’ll own the end-to-end VOC programme, including survey design, insight generation, reporting, and driving actions from customer feedback. Working closely with ExCos, Market Management, Claims, and Underwriting teams, you’ll help embed customer insight into decision-making and continuous improvement. This role also partners with the Group CX Lead to align with wider CX standards and tools while maintaining a strong focus on EO priorities. It’s suited to someone who combines strong analytical skills with the ability to communicate insights clearly and influence stakeholders to take action.
About QBE
At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch. We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner. What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.
Your new role
- Own and run all EO VOC surveys from start to finish – annual relationship surveys (Top Customer NPS), transactional surveys (Post-claim CSAT), and ad hoc surveys.
- Design surveys that collect useful, decision-grade feedback – including who to survey, what to ask, and how to send it.
- Analyse results to identify what matters most to customers and where to focus improvement – including techniques like significance testing, key driver analysis, target-setting, and trend analysis.
- Deliver clear and easy-to-understand reports that tell senior leaders and the wider EO team what customers said, what it means, and what to do about it.
- Run the closed loop (follow-up) process – when a customer gives feedback, make sure someone owns the response and the customer sees a result.
- Manage the CX governance rhythm for EO – including Customer SteerCos and regular reporting into the Corporate OKR portfolio.
- Work with ExCos, Market Management, Claims, and Underwriting teams across EO to turn customer insight into action – influencing senior leaders even when you don’t have direct authority over them.
- Contribute to Group-wide CX standards, tools, and reporting as part of the broader Group CX function.
- Continuously improve the VOC programme – better questionnaires that meet EO’s informational needs, meeting response volumes for decision-grade insights, and new ways to listen to customers.
About You
- Proven experience running a VOC or CX measurement programme end-to-end – you’ve designed surveys, built dashboards, set up governance, and delivered insight that leaders acted on.
- Good analytical skills – confident working with customer data, spotting patterns and root causes, and turning numbers into clear recommendations. Experience with key driver analysis or similar techniques is a plus.
- Excellent communication, you can explain complex findings in simple language and present confidently to senior leaders.
- Stakeholder management and influence even without authority – a track record of getting senior leaders to act on customer insight even without formal authority over them.
- Experience with Customer Feedback Management (CFM) platforms, such as Medallia, Qualtrics, etc.
- Comfortable in a regulated environment; insurance or financial services experience is preferred but not essential.
- Gets things done; you manage programmes from start to finish, meet deadlines, and get things done without needing to be chased.
Benefits
- 30 days holiday a year with the option to buy up to 2 additional days.
- Flexible working – balancing work and life is important so our flexible working opportunities are open to all, this can include part-time, job share and compressed hours.
- Pension – you are automatically enrolled into the QBE pension plan, which entitles you to receive employer contributions of 10% of your basic salary.
Awards & Recognition
We value our employee’s experience with us and are proud to have been recognised for the following awards:
- Insurance Post British Insurance Awards 2025 – Winner: Commercial Lines Insurer of the Year
- Winner: Reinsurer of the Year - QBE Re
- Winner: ESG, Diversity, Equity and Inclusion Initiative of the Year
- Winner: Insurance Personality of the Year – Chris Wallace, Executive Director UK insurance
Skills
- Business Transformation
- Coaching for success
- Conflict Resolution
- Cost-Benefit Analysis (CBA)
- Critical Thinking
- Financial Products
- Influencing
- Intentional collaboration
- Managing performance
- Navigating ambiguity
- Presenting with Impact
- Research Analysis
- Risk Management
- Stakeholder Management
- Team Management
Equal Employment Opportunity
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at hackajob. 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 hackajob 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 Manager 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 hackajob:Your cover letter is your chance to shine! Tell us why you want to work at hackajob 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 hackajob!
How to prepare for a job interview at hackajob
✨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.
