Customer Experience Specialist

Diaspora Insurance; Birmingham; Hybrid; GBP 75,000 - 110,000; Full time

Job summary

Diaspora Insurance is seeking a seasoned Customer Experience leader to own end-to-end journeys for UK and diaspora customers. You will drive strategy, culture, and delivery to boost NPS, reduce complaints, and improve retention while ensuring FCA Consumer Duty compliance.

Lead the service expansion across digital channels and customer portals, embedding a data-driven approach with dashboards for Exco/Board reporting and budget management.

Qualifications

• 8+ years in Customer Experience, Customer Service, or Operations.
• 3+ years leading teams of 10+ people.
• Insurance or Financial Services experience mandatory.
• Proven track record improving NPS and reducing complaints in a regulated environment.
• Experience delivering multi-channel service: phone, email, WhatsApp, chat, self-serve

Responsibilities

• Lead and transform the end-to-end customer journey for Diaspora Insurance customers across the UK and diaspora markets.
• Own the strategy, culture, and delivery of a customer-centric business that drives higher NPS, lower complaints, and higher retention while meeting FCA Consumer Duty.
• Develop and own the 3-year Customer Experience Strategy aligned to the business plan.
• Embed customer-centric culture across Sales, Claims, Underwriting, and Service.
• Map and redesign journeys for quote, onboarding, servicing, claims, and renewal.
• Lead Customer Service team, contact centre, and digital channels.
• Ensure compliance with FCA Consumer Duty, DISP complaints rules, ICO GDPR.
• Partner with Claims to reduce TAT and improve transparency/communication.
• Use CRM, telephony, and feedback data to drive weekly improvements.
• Work with Product/IT to improve website, app, WhatsApp, and customer portal UX.
• Build dashboards for Exco/Board reporting.
• Monthly CX report to Exco and quarterly update to Board.
• Own complaints MI and remediation plans per FCA requirements.
• Manage CX budget, vendors, and outsourcing partners

Skills

Customer Experience

Leadership

Data & Insights

Insurance Knowledge

Regulatory Knowledge

Stakeholder Management

Change Management

Education

Bachelor’s Degree in Business/Marketing/Communications

2:1 or above

CII – Chartered Insurance Institute

CCXP – Certified Customer Experience Professional

CIM – Chartered Institute of Marketing

Lean Six Sigma Green Belt or above

Tools

Salesforce

Zendesk

PowerBI

Tableau

Job description

Business Justification

Diaspora Insurance operates in a highly competitive and trust-driven market serving UK-based diaspora communities.

Why we need this role now:

• FCA Consumer Duty: From July 2023, insurers must prove “good customer outcomes”.
• This role will own compliance, evidence, and reporting to FCA/PRA
• Retention & Growth: Our renewal rates and referrals are directly tied to service experience. A 5% increase in retention can increase profitability by 25-95%. We need a dedicated owner to drive this.
• Complaints & Reputation: Insurance is a “grudge purchase”. Poor claims experience and slow service damage brand trust in tight-knit diaspora communities where word-of-mouth is everything.
• Digital Transformation: Customers expect WhatsApp, self-serve portals, and fast claims updates. We need leadership to redesign journeys and leverage data.
• Differentiation: Competitors compete on price. We will compete on *empathy, speed, and clarity* for customers sending money home. This role will build that moat.

Expected ROI*: Reduce complaints by 30%, increase NPS by 15 points, improve renewal rates by 8% within 12 months.

Role Purpose

• To lead and transform the end-to-end customer journey for Diaspora Insurance customers across the UK and diaspora markets.
• Own the strategy, culture, and delivery of a customer-centric business that drives higher NPS, lower complaints, and higher retention while meeting FCA Consumer Duty.

Key Responsibilities

• Develop and own the 3-year Customer Experience Strategy aligned to business plan
• Embed customer-centric culture across Sales, Claims, Underwriting, and Service
• Own CX metrics: NPS, CSAT, CES, Retention, Complaints, First Contact Resolution

Customer Journey & Service Design

• Map and redesign journeys for quote, onboarding, servicing, claims, and renewal
• Address diaspora-specific pain points: cross-border payments, time zones, language, trust

Operations & Delivery

• Lead Customer Service team, contact centre, and digital channels
• Ensure compliance with FCA Consumer Duty, DISP complaints rules, ICO GDPR
• Partner with Claims to reduce TAT and improve transparency/communication
• Use CRM, telephony, and feedback data to drive weekly improvements
• Work with Product/IT to improve website, app, WhatsApp, and customer portal UX
• Build dashboards for Exco/Board reporting

Governance & Reporting

• Monthly CX report to Exco and quarterly update to Board
• Own complaints MI and remediation plans per FCA requirements
• Manage CX budget, vendors, and outsourcing partners

Required Skills & Competencies

Technical Skills

• Insurance Knowledge – Policy admin, claims, underwriting basics
• Data & Insight – NPS, CSAT, VOC, MI, root cause analysis
• Regulatory- FCA Consumer Duty, DISP, ICO GDPR
• Tech – CRM: Salesforce/Zendesk, Reporting tools: PowerBI/Tableau
• Cultural empathy and understanding of diaspora customer needs
• Commercial acumen – link CX to revenue and retention
• Stakeholder management at Board and frontline level
• Change management and team leadership

Required Experience

• 8+ years in Customer Experience, Customer Service, or Operations
• 3+ years* leading teams of 10+ people
• Insurance or Financial Services experience mandatory. General/Life/Health insurance preferred
• Proven track record improving NPS and reducing complaints in a regulated environment
• Experience delivering multi-channel service: phone, email, WhatsApp, chat, self-serve

Required Academic Qualifications

• Bachelor’s Degree- Business, Marketing, Psychology, Communications, or related field. 2:1 or above preferred
• Professional Certifications Preferred:
• CII – Chartered Insurance Institute: Certificate or Diploma
• CCXP – Certified Customer Experience Professional
• CIM – Chartered Institute of Marketing
• Lean Six Sigma Green Belt or above

Nice to Have

• Experience in diaspora, remittances, or cross-border financial services
• Knowledge of SM&CR and Board governance reporting

12-Month Success Measures

• NPS: +15 points vs baseline
• Complaints: -30% volume, 100% resolved within FCA timeframes
• Renewal Rate: +8%
• Claims Communication Score: >85% CSAT

Key Skills

Customer Experience | Journey Design | Leadership | Data & Insights | Insurance | Compliance | Stakeholder Management

Help us create simpler, faster and more customer-focused experiences.

Job Features

Job Category Marketing

Assurance Diaspora

Diaspora Insurance is a trading name of Destiny Finance Ltd, a company registered in England and Wales (Company Registration No. 09682276). Authorised and regulated by the Financial Conduct Authority, FCA Registration 795897.

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