Office Based / HybridInsurance Industry CX
Key Responsibilities 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
PMO or change delivery experience
Operational excellence or process improvement exposure
Knowledge of Consumer Duty frameworks
Neutral 2–4 sentence summary of what working at this company is like, drawn from public reviews and press coverage. Tone, collaboration style, pace, benefits highlights.
£45,000 – £60,000 (Glassdoor, Levels.fyi, 2025)
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