At a Glance
- Tasks: Lead the Voice of Customer programme and drive meaningful improvements based on customer feedback.
- Company: Join QBE, a global insurer with a human touch and a collaborative culture.
- Benefits: Enjoy 30 days holiday, flexible working options, and a generous pension plan.
- Other info: Dynamic environment with opportunities for career growth and recognition.
- Why this job: Make a real impact by turning customer insights into actionable improvements.
- Qualifications: Experience in customer experience programmes and strong analytical skills required.
The predicted salary is between 55000 - 65000 £ per year.
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.
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
We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:
- 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:
- 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
If you’re looking for a career that combines your expertise and your empathy, click Apply today.
Customer Experience Manager employer: QBE Insurance Group
QBE is an exceptional employer that fosters a dynamic and inclusive work culture in London, offering hybrid working options to enhance work-life balance. With a strong commitment to employee growth, QBE provides extensive benefits including 30 days of holiday, flexible working arrangements, and a generous pension plan, ensuring that every team member can thrive both personally and professionally. Join a passionate team dedicated to making a meaningful impact in the insurance industry while enjoying the support and recognition that comes with being part of a leading global insurer.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at QBE Insurance Group. 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 QBE Insurance Group 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
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 QBE Insurance Group:Your cover letter is your chance to shine! Tell us why you want to work at QBE Insurance Group 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 QBE Insurance Group!
How to prepare for a job interview at QBE Insurance Group
✨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.
