At a Glance
- Tasks: Support members in using fraud data platforms and maximise their value.
- Company: Join the Insurance Fraud Bureau, a leader in fighting insurance fraud.
- Benefits: Enjoy a competitive salary, hybrid work, and generous holiday allowance.
- Other info: Be part of a dynamic team with opportunities for professional growth.
- Why this job: Make a real impact by helping members optimise their use of innovative data solutions.
- Qualifications: Experience in customer success or product enablement is essential.
The predicted salary is between 58000 - 58000 £ per year.
About IFB
The Insurance Fraud Bureau (IFB) is a not-for-profit company established in 2006 to lead the insurance industry's collective fight against insurance fraud. We act as a central hub for sharing insurance fraud data and intelligence, using our unique position at the heart of the industry and unrivalled access to data to detect and disrupt organised fraud networks.
About the role
The Product Success Manager supports IFB staff and members in the effective adoption, use and optimisation of fraud data and analytics platforms. This is a key role focused on maximising member value, driving usage, engagement and data contribution (reciprocity) across IFB products. The postholder will ensure members are fully enabled to use IFB platforms, through training, guidance and ongoing support, improving both user experience and outcomes. The role is product-specific, with a dedicated focus on product enablement, optimisation and use. Working closely with CRM colleagues, the Data & MI team and Technical Product Manager, you will direct, orchestrate and validate member success by being the central point that links all of these functions together. Working in close partnership with the Technical Product Manager, you will ensure member feedback informs ongoing product development.
Key responsibilities
- Lead the adoption, engagement and value realisation of IFB data solutions across the membership base.
- Drive increased usage of IFB platforms by supporting members in embedding products into their processes.
- Develop a strong understanding of each member’s definition of success and translate this into tailored, actionable support plans, leveraging system insights, relevant performance metrics and customised training (including targeted coaching sessions) to help individuals course-correct, optimise system usage and achieve their desired outcomes.
- Develop, maintain and continuously improve product training materials and guidance.
- Deliver training sessions, workshops and product demonstrations to members.
- Support members in understanding and realising the value of IFB products, including use cases and best practice.
- Work with members to improve data quality, completeness and contribution, supporting reciprocity across the network.
- Monitor usage, engagement and contribution trends, identifying opportunities to improve adoption.
- Gather, synthesise and represent member feedback, including new feature requests and pain points.
- Collaborate with the Technical Product Manager to translate feedback into product enhancements and roadmap priorities.
- Build strong relationships with members and act as a product-focused point of contact.
- Participate in industry working groups, member forums and workshops.
- Maintain up-to-date training and user-facing materials.
- Maintain sufficient technical and product knowledge with the Technical Product Manager to provide cross-cover where required.
Skills and Experience
Essential
- Experience in customer success, technical product enablement or adoption-focused roles.
- Strong understanding of customer and member needs and ability to translate into improvements.
- Excellent communication, presentation and facilitation skills.
- Experience delivering training and producing user-focused materials.
- Ability to engage and influence a wide range of stakeholders.
- Experience of report writing including usage and engagement insights.
- Working knowledge of Data Protection Act.
- Self-starter with ability to work independently.
- Strong problem-solving and continuous improvement mindset.
Desirable
- Experience working with data or digital platforms.
- Understanding of data quality and governance principles.
- Knowledge of insurance fraud or financial crime.
- Experience working within membership-based organisations.
Job Title and Compensation
Salary: £58,000
Grade: 12
Working Hours: 35
Working Pattern: Monday - Friday
Office Location: Milton Keynes
Job Type: Permanent
IT kit supplied to you
£320 (before tax) start up allowance
Hybrid working (2 days in the office per week)
Other Benefits include:
- Contributory Group Stakeholder Personal pension scheme
- Life Assurance
- Employee Incentive Scheme
- 25 days holiday (plus public holidays)
- Holiday purchase scheme
- Sports and Social Club
- 24/7 Employee Assistance Programme
- Free access to online tools to support mental and physical health
- Enhanced maternity, paternity and adoption leave
- 1 volunteer day each year and charity matched funding scheme
Product Success Manager (IFB) employer: Motor Insurers’ Bureau
The Insurance Fraud Bureau (IFB) is an exceptional employer, offering a collaborative and supportive work culture that prioritises employee growth and well-being. With a focus on meaningful engagement, the role of Product Success Manager provides opportunities to drive impactful change within the insurance industry while enjoying benefits such as hybrid working, generous holiday allowances, and a commitment to mental health support. Located in Milton Keynes, IFB fosters a sense of community through initiatives like the Sports and Social Club and charity involvement, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Product Success Manager (IFB)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Motor Insurers’ Bureau. 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 Motor Insurers’ Bureau 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 Product Success Manager (IFB)
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 Motor Insurers’ Bureau:Your cover letter is your chance to shine! Tell us why you want to work at Motor Insurers’ Bureau 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 Motor Insurers’ Bureau!
How to prepare for a job interview at Motor Insurers’ Bureau
✨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.
