At a Glance
- Tasks: Lead the Voice of Customer programme and drive actions from customer feedback.
- Company: Join QBE Insurance, a leading commercial lines insurer with a focus on innovation.
- Benefits: 30 days holiday, flexible working options, and a generous pension plan.
- Other info: Dynamic role with opportunities for professional growth and influence at senior levels.
- Why this job: Make a real impact by embedding customer insights into decision-making.
- Qualifications: Experience in customer experience programmes and strong analytical skills required.
The predicted salary is between 55000 - 65000 £ per year.
hackajob is collaborating with QBE Insurance to connect them with exceptional professionals for this role.
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.
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.
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. 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager- Customer Care in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at QBE Insurance. 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 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- Customer Care in London
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:Your cover letter is your chance to shine! Tell us why you want to work at QBE Insurance 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!
How to prepare for a job interview at QBE Insurance
✨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.
