Customer Experience Manager in London

• Customer Experience Manager
• Time Type: Full time
• Worker Type: Employee
• Role Highlights
• London, 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 Ex Cos, Market Management, Claims, and Underwriting teams, you’ll help embed customer insight into decision‑making and continuous improvement.

This role partners with the Group CX Lead to align with wider CX standards 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.

Responsibilities

• 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 decision‑grade feedback - including who to survey, what to ask, and how to send them.
• Analyse results to identify what matters most to customers and where to focus improvement - using techniques such as significance testing, key driver analysis, target‑setting, and trend analysis.
• Deliver clear, 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 - ensuring each piece of customer feedback is responded to and the customer sees a result.
• Manage the CX governance rhythm for EO - including Customer Steer Cos and regular reporting into the Corporate OKR portfolio.
• Work with Ex Cos, 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 - developing better questionnaires that meet EO’s informational needs, achieving response volumes for decision‑grade insights, and creating new ways to listen to customers.

Qualifications

• Proven experience running a VOC or CX measurement programme end‑to‑end - designing surveys, building dashboards, setting up governance, and delivering insight that leaders act on.
• Good analytical skills - confident working with customer data, spotting patterns and root causes, turning numbers into clear recommendations.

Experience with key driver analysis or similar techniques is a plus.

• Excellent communication - able to 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.
• 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.
• Results‑oriented - manage programmes from start to finish, meet deadlines, and deliver without being chased.

Benefits

• 30 days holiday a year, with an option to buy up to 2 additional days.
• Flexible working - part-time, job share, and compressed hours available.

Pension - automatically enrolled, with employer contributions of 10% of basic salary.

Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

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