Customer Experience Manager

Policy Expert; City of Westminster; Hybrid; GBP 52,000 - 78,000; Full time

Benefits offered by this job

Pension 7%

Private medical

Dental cover

Learning budget

Study leave

Enhanced maternity/paternity

Travel season ticket loan

London private lounge

Job summary

Policy Expert is seeking a Customer Experience Manager to lead improvements across customer journeys. You will link insights from feedback, operational data and performance metrics to drive actionable enhancements, while ensuring compliant and clear communications across emails, webpages and scripts.

Collaboration with Retail, Technology, Service & Operations and other teams is essential to deliver better customer outcomes.

Qualifications

• Mapping and improving customer journeys across lifecycle.
• Using customer insight and performance data to drive actions.
• Developing lifecycle communications to boost engagement.

Responsibilities

• Map, document and manage customer journeys across key touchpoints.
• Identify and deliver CX improvements using feedback and insights.
• Develop lifecycle communication briefs to improve engagement and commercial performance.
• Manage customer journey communications (emails, webpages, scripts) across journey stages.
• Maintain accurate content on customer-facing product webpages.
• Conduct consumer understanding reviews to improve outcomes.
• Update governance through logs, reviews and compliance oversight.
• Champion fair treatment for vulnerable customers across journeys and communications.
• Collaborate with stakeholders to balance outcomes, operations and regulatory requirements.

Skills

Customer journey mapping

Data analysis

Copywriting

Stakeholder management

Communications governance

Job description

Reporting to the Customer Experience Lead, the Customer Experience Manager is responsible for managing and improving customer journeys across the customer lifecycle, ensuring customers receive clear, effective and compliant experiences at every interaction. Working across Retail, Technology, Service & Operations and other business functions, the role combines customer insight, journey management and communication skills to identify improvement opportunities and help deliver better customer outcomes. The role plays a key part in turning customer insight into practical improvements, using customer feedback, operational insight and performance data to shape journey enhancements, communications and experience improvements. This includes customer journey communications, product webpages, communication governance, consumer understanding testing and maintaining a strong focus on vulnerable customer needs and regulatory expectations. Success in the role comes from balancing customer outcomes, operational effectiveness and commercial opportunities, while working closely with the CX Lead and multiple stakeholders to deliver measurable improvements to the customer experience. Your day to day:

• Mapping, documenting and managing customer journeys across key customer interactions and touchpoints.
• Identifying and delivering customer experience improvements using feedback from Customer Outcomes, Service & Operations and other insight sources. This will include analysing customer data and performance information to generate insights and drive action plans.
• Developing lifecycle communication briefs and identifying opportunities to improve customer engagement, retention and commercial performance.
• Managing customer journey communications (e.g. emails, webpages, scripts), including design, copywriting, editing and optimisation across purchase, service, and claims journeys.
• Managing customer-facing product webpages, ensuring content remains accurate, effective and aligned to customer needs.
• Conducting consumer understanding reviews and testing activity, using findings to improve customer comprehension and outcomes.
• Updating communication governance through communication logs, reviews and compliance oversight.
• Championing fair treatment and positive outcomes for vulnerable customers across journeys and communications., At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.
  Someone who naturally puts the customer at the centre of decision-making, whilst balancing commercial objectives, operational realities and regulatory requirements.
• Has proven experience improving customer journeys, communications or customer experience programmes, and be comfortable working across multiple teams to turn insight into action. Equally happy analysing data as reviewing customer communications, you'll enjoy identifying opportunities, solving problems and driving continuous improvement.
• Confident challenging existing ways of working and collaborating closely with stakeholders towards a shared customer goal. Strong organisational skills and attention to detail are important, as you'll often be managing multiple priorities, projects and communications at the same time.

It will be a bonus if you have:

• Experience working in B2C financial services or another regulated service-based environment.
• A good understanding of Consumer Duty principles and the importance of delivering good customer outcomes.
• A good understanding of vulnerable customer considerations and how these should be reflected in journeys and communications.
  Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.
• Having achieved rapid growth since being founded in 2011, we've won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK's No.1-rated home insurer by Review Centre since 2013. Hear from our team about what it's like working at Policy Expert
  This role will be based in our London office in a 50/50 Hybrid mode. We match your pension contributions up to 7% Private medical & Dental cover Learning budget of £1,000 a year + Study leave (with encouragement to use it) Enhanced maternity & paternity Travel season ticket loan Access to a wide selection of London O2 events and use of a Private Lounge Employee Wellbeing Programme Prayer room in Office