Customer Experience Manager

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 EOVOC 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:

• 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.

Skills: Business Transformation, Coaching for success, Conflict Resolution, Cost‑Benefit Analysis (CBA), Critical Thinking, Financial Products, Influencing, Intentional collaboration, Managing performance, Navigating ambiguity, Presenting with Impact, Research Analysis, Risk Management, Stakeholder Management, Team Management.

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