Customer Experience Manager

Overview

Insurance Industry

Hybrid (1-3 time travel required per month)

This role leads the understanding, mapping and improvement of end-to-end customer journeys across UK Retail. Working within a change and PMO environment, the position ensures customer experience is embedded into projects, operational delivery and proposition development.

Customer Journey Mapping

• Lead end-to-end customer journey mapping across retail segments
• Identify friction points, risks and improvement opportunities
• Maintain clear current and future-state journey views

Insight & Improvement

• Analyse customer data, complaints, service performance and MI
• Translate insight into practical CX improvement actions
• Track impact of improvements using agreed measures

Change & Project Integration

• Embed customer experience into project design and delivery
• Assess impact of change on customer journeys
• Support prioritisation based on customer impact

Collaboration & Governance

• Work closely with proposition, operations and data teams
• Support compliance with Consumer Duty expectations
• Contribute to governance forums relating to customer outcomes

Candidate Requirements

Essential

• Experience in customer experience, journey mapping, CX/UX or service design
• Strong understanding of customer journeys within insurance or financial services
• Ability to run workshops and translate insight into actionable improvements
• Strong stakeholder management and influencing skills
• Experience working within a change or delivery environment

Desirable

• PMO or change delivery experience
• Operational excellence or process improvement exposure
• Knowledge of Consumer Duty frameworks

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