At a Glance
- Tasks: Lead the Voice of Customer programme and drive actions from customer feedback.
- Company: Join QBE Insurance, a leading and innovative risk partner.
- Benefits: 30 days holiday, flexible working, and a generous pension plan.
- Other info: Dynamic role with opportunities for professional growth and influence.
- Why this job: Make a real impact by embedding customer insights into decision-making.
- Qualifications: Experience in customer experience programmes and strong analytical skills.
The predicted salary is between 55000 - 65000 £ per year.
hackajob is collaborating with QBE Insurance to connect them with exceptional professionals for this role.
Time Type: Full time
Location: London, with hybrid working
We’re looking for an experienced Customer Experience (CX) professional to lead the Voice of Customer (VOC) programme for QBE’s European Operations division. 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.
Key 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 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.
- 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.
Requirements:
- 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 skills, 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 even without formal authority over them.
- Experience with Customer Feedback Management (CFM) platforms, such as Medallia, Qualtrics, etc.
- Insurance or financial services experience is preferred but not essential.
We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances:
- 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.
