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- Tasks: Lead customer experience research and deliver insights to drive strategic decisions.
- Company: Join Liberty Specialty Markets, a leading global insurer with a people-first culture.
- Benefits: Enjoy a vibrant work environment, career development, and a focus on diversity and inclusion.
- Why this job: Make a real impact by shaping customer experiences and influencing business strategies.
- Qualifications: Strong research background with analytical skills; degree in relevant field preferred.
- Other info: Flexible working options and a supportive culture for work-life balance.
The predicted salary is between 36000 - 60000 £ per year.
Country: United Kingdom of Great Britain and Northern Ireland
Creation Date: 12-Jan-2026
Employment Type: Permanent, Full time
Ref #: 1234572005
About the Role:
At Liberty Specialty Markets, we understand the value of customer insight. This role of Customer Experience and Insight Manager will have an important and influential voice in the delivery of the Global Customer Experience Strategy, guiding local markets to make more informed decisions based on data-driven insight through the development and implementation of relationship and transactional programs, as well as the use of third-party data.
Collaborating with a range of teams across LSM, such as Broker & Client Distribution, Underwriting, Claims, Risk Engineering, Operations, the CX and Insight Manager will develop and deliver customer-centric analysis and insights to drive action across LSM and support our ambition of being the trusted insurer of choice for our Clients and Broker Partners.
Key Responsibilities
- End-to-End Research Leadership: Oversee the complete research lifecycle for a range of programs from research design and data collection to analysis, synthesis, and strategic recommendations. Produce detailed reports and commercial insights to support ad-hoc and strategic decision-making across LSM and wider Liberty business. Hands-on experience with SaaS VoC platforms strongly preferred.
- Strategic Customer Advocacy: Partner with LSM business teams to develop global, regional and LoB action plans, ensuring business solutions align with expert market and customer understanding across Broker and Client segments.
- Market Intelligence & Competitive Analysis: Track evolving market behaviours, cultural shifts and trends, and competitor updates to position LSM for further growth using primary and secondary data.
- Data-Driven Storytelling: Analyse both qualitative and quantitative data (e.g., survey results, user interviews, behavioural metrics) to validate hypotheses and guide strategic decisions. Present insights as compelling narratives that drive action.
- Cross-Functional Collaboration: Build scalable systems for customer feedback opportunities, ensuring insights are embedded at every stage of the relationship lifecycle. Facilitate workshops and knowledge-sharing sessions with key business teams, as well as internal and external stakeholders.
- Ensure compliance with all relevant regulatory requirements: Adhere to all relevant regulatory requirements, demonstrating behaviours as set out in the Conduct Risk Policy, placing customers at the centre of our business and behaving with integrity. Understand responsibilities relating to all regulatory and internal requirements, and proactively demonstrate compliance with these requirements and behaviours at all times.
Skills and Experience
- Strong track record in research and insight (agency or in-house), with expertise in both quantitative and qualitative methods.
- Excellent analytical and critical thinking skills.
- Familiarity with digital data collection methods and online analytics tools.
- Experience in global or cross-regional market research projects.
- Ability to craft clear, evidence-led, and engaging reports.
- Experience of managing external research partners, vendors, and suppliers.
- Commercial acumen, with the ability to spot opportunities and add value.
- Degree or equivalent in a relevant discipline (research, business, marketing, social sciences).
- Financial Services or Commercial Insurance experience preferred.
About Liberty Specialty Markets (LSM)
Liberty Specialty Markets is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.
Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:
- Offering a vibrant and inclusive environment and committing to their career development.
- Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee‐led networks strengthen the diversity of our workforce and our inclusive environment.
- Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
- A supportive culture, which includes promoting a healthy work‐life balance and working flexibly.
Customer Experience and Insight Manager in London employer: Liberty Specialty Markets
Contact Detail:
Liberty Specialty Markets Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience and Insight Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of your past experiences that demonstrate your skills and achievements. Use the STAR method (Situation, Task, Action, Result) to keep your answers structured and impactful.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at StudySmarter.
We think you need these skills to ace Customer Experience and Insight Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience and Insight Manager role. Highlight your relevant experience in research and insight, and show us how your skills align with our needs at Liberty Specialty Markets.
Showcase Your Analytical Skills: We love data-driven insights! In your application, give examples of how you've used both qualitative and quantitative data to drive decisions. This will help us see your analytical prowess and how you can contribute to our team.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon where possible. We want to understand your experience and ideas without having to decipher complex terms!
Apply Through Our Website: Don’t forget to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Liberty Specialty Markets
✨Know Your Data
As a Customer Experience and Insight Manager, you'll need to demonstrate your expertise in data analysis. Brush up on your knowledge of both qualitative and quantitative methods, and be ready to discuss how you've used data-driven insights to influence decision-making in previous roles.
✨Showcase Your Collaboration Skills
This role requires cross-functional collaboration, so be prepared to share examples of how you've successfully worked with different teams. Highlight any experience you have in facilitating workshops or knowledge-sharing sessions, as this will show your ability to engage stakeholders effectively.
✨Craft Compelling Narratives
Data-driven storytelling is key in this position. Think about how you can present complex insights in a clear and engaging way. Prepare a few examples of reports or presentations you've created that turned data into actionable strategies, as this will showcase your communication skills.
✨Understand the Regulatory Landscape
Familiarise yourself with the relevant regulatory requirements mentioned in the job description. Be ready to discuss how you've ensured compliance in past roles, as this will demonstrate your understanding of the importance of adhering to regulations in the financial services sector.
