Customer Experience and Insight Consultant

Allianz UK; Datchet; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A leading insurance firm is looking for a Customer Research Professional to join their Customer Insights team. This hybrid position involves planning and monitoring customer research, collaborating with stakeholders, and enhancing customer experiences. The ideal candidate will have expertise in customer experience research tools and ensure regulatory compliance while making impactful changes based on customer feedback. Competitive salary and flexible working options are offered.

Benefits

Flexible buy/sell holiday options

Hybrid working

Annual performance related bonus

Contributory pension scheme

Development days

Discounts on insurance products

Retail discounts

Volunteering days

Qualifications

• Experience in utilizing market research tools.
• Ability to manage testing processes effectively.
• Skilled in uncovering new customer insights.

Responsibilities

• Assess the customer experience of our journeys.
• Manage testing processes using market research.
• Collaborate with stakeholders to embed customer feedback.

Skills

High level of knowledge of customer experience research tools and techniques

Consumer obsessed with a track record of utilizing customer insight

Experience in a customer experience team

Clear and authentic communicator

Pro-active team member

Understanding of customer experience related metrics

Knowledge of Consumer Duty

Qualification in market research (CIM or MRS)

Education

Appropriate qualification in market research (CIM or MRS)

Job description

Role Description

Are you experienced customer research professional looking for an opportunity to turn feedback from our customers in to change across the business?

An exciting opportunity has arisen to be part of the Customer Insights team, working across a portfolio of pet insurance brands, including the market leader Petplan.

This position is available on a hybrid basis working both from home and our offices in Datchet, Ditton Park with the expectation to attend site at least one day a week.

We are open to discussing flexible work arrangements, allowing for flexible hours or a reduced number of days per week.

You will plan, deliver and monitor customer experience research across our customer journeys. In addition you will share insight gathered with key stakeholders, working collaboratively with them to ensure thatthey deliver good customer outcomes and meet regulatory requirements. You will work closely with teams across the organisation providing them with specialist guidance to improve the overall customer experience across all touchpoints of the organisation.

Salary Information

Pay: Circa £45k per year.

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

About You

Reporting directly to the Head of Analytics & Insight, you will:

• Responsible for assessing the customer experience of our journeys and documentation to ensure that they deliver good customer outcomes and meet regulatory requirements.
• Manage testing processes, utilising market research tools and agencies to enable market leading customer experience testing
• Work collaboratively with key business stakeholders to ensure that customer feedback is embedded in to our communications and journeys
• Support the business in assessing the impact on customers of changes to our processes, documentation and proposition by gathering customer feedback from use of multiple sources (including customer research, complaints, online data, operations, social media, desk research, customer and consumer market trends)
• Operate effective approaches to measuring and analysing the customer experience, uncovering new customer insights and areas of focus/opportunity.
• Provide timely and accurate insight to support the delivery of good customer outcomes.
• Provide guidance and expertise in customer experience research toprojects and initiatives to ensure a customer centric approach is considered
• Manage the relationship with key agency partners to maintain a high quality of service
• Continuously assess best practice in customer experience research and embed in to the business.

Essential Skills

• High level of knowledge of customer experience research tools and techniques.
• Consumer obsessed, with a track record of utilising customer insight to deliver change within an organisation.
• Experience of working in a customer experience team and acting as an expert advisor to the business.
• Clear and authentic communicator who can communicating findings across a wide range of audiences.
• Pro-active team member who puts customers at the heart of our decision-making processes.
• Understanding and knowledge of customer experience related metrics.
• Understanding of Consumer Duty, customer conduct and Vulnerable Customer requirements within the insurance industry.
• Appropriate qualification in market research (CIM or MRS).
• equivalent

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

• Flexible buy/sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Integrity, Fairness, Inclusion & Trust

At Allianz, we believe in fostering an inclusive workforce and are proud to be an equal opportunity employer. Our commitment to equal opportunities, gender equity, and balanced gender representation, is demonstrated by our numerous accreditations: EDGE certified for gender inclusion, Women in Finance Charter members, Disability Confident employer, Stonewall Diversity Champion, Business in the Community’s Race at Work Charter signatories, and Armed Forces Covenant gold standard employer.

Accessible Application for All

As part of the Disability Confident Scheme, we support candidates with disabilities or long-term health conditions through the Offer an Interview Scheme, for those meeting the essential skills for the role.

Contact our Resourcing team to opt into this scheme or for assistance with your application, including larger text, hard copies, or spoken applications. [e-mail]

For any inquiries or to submit your application, please contact: Connor McCourt.

If you are an at-risk candidate facing potential redeployment, please include this information in your CV

Closing date 26th August 2025

We reserve the right to close the advert early if we reach enough applications.