Global Customer Experience Senior Specialist

Boston Consulting Group; Burton on the Wolds; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading consulting firm is seeking a professional for a crucial role focused on ensuring customer outcomes through monitoring frameworks. The position involves evaluating services and journeys to support vulnerable customers, while collaborating with various internal and external stakeholders. Ideal candidates will have experience with insurance products and stakeholder management. The role offers a competitive compensation package, including bonuses and generous leave options.

Benefits

Great compensation package

On target bonus

25 days annual leave

Private medical insurance

10% employer contributory pension

Fully paid 6-month family leave

Qualifications

• Experience with delegated authority is desirable.
• Able to work independently and prioritize workload.
• Strong communication skills with stakeholders.

Responsibilities

• Support implementation of the Customer Outcomes Monitoring Framework.
• Evaluate vulnerable customers' identification during the customer journey.
• Conduct customer journey and website reviews for service quality.

Skills

Insurance products knowledge

Understanding of Consumer Duty and Vulnerable Customers

Stakeholder management

Report writing

Job description

About the Role

This role is responsible for assessing outsourced service providers to ensure they deliver good customer outcomes through the application of the Great Lakes customer outcome monitoring framework. The role involves collaboration with Risk & Compliance, DA partners and internal stakeholders to identify risks, improve service quality, and report findings to senior managers.

Key Responsibilities

• Support the implementation of the Customer Outcomes Monitoring Framework by organising a schedule of reviews of communications and services for products that fall within the scope of Consumer Duty.
• Evaluate that vulnerable customers are appropriately identified and considered at key points in the customer journey and that outsourced service providers are appropriately supporting customers with vulnerabilities.
• Undertake customer journey reviews, website reviews, and high‑frequency testing of sales journeys, for service quality and make recommendations to remove friction from customer journeys to enhance service quality.
• Evaluate communications (written and verbal) against defined standards, providing feedback and recommendations.
• Regularly test and sample customer communications for customer understanding, clarity, fairness, and compliance through high‑frequency reviews. Test customer understanding of key documents (e.g. T&Cs, policy summaries, IPIDs, policy wordings).
• Support thematic and case‑based reviews, escalating issues where required, including retrospective review for customer harms following regulatory interactions or as appropriate.
• Drive identification and mitigation of poor customer outcomes in coverholder, product, and claims arrangements.
• Contribute towards the production of formal reports (e.g. Consumer Duty Report and updates on various plans).
• Support the assessment of the delegated partners’ Consumer Duty frameworks as part of the onboarding process and ongoing oversight.
• Contribute where appropriate to cross‑functional initiatives (e.g. Consumer Duty Representatives Team, Virtual Client Teams, Data team).
• Undertake other duties within the remit of the Delegated Authority Conduct Management function, including activities arising through business developments, regulatory changes, or as reasonably requested by senior leadership and the business.

Competencies

• Nimble learning (we think big) – you actively learn by tackling new problems and trying out new solutions, quickly learning from both successes and failures.
• Collaborates (we lead the ‘we’) – you work together with others in your team, the department and wider business (where relevant) to meet shared commitments.
• Optimises work processes (we grow with our clients) – you know the most effective and efficient processes to get things done and constantly assess how they can be improved.
• Resourcefulness (we care and dare) – you find a way to get things done with the best use of the available resources, knowing when to ask for support from others, but also offering your support to others where you can add value.
• Communicates effectively (we are clear and authentic) – you communicate clearly and appropriately with your audience, share ideas, learn from others, keep stakeholders informed about progress, problems, opportunities and solutions, and solicit feedback along the way.

Key Skills & Experience

• Experience of primary insurance products and services and experience with delegated authority is desirable.
• Understanding of Consumer Duty, Vulnerable Customers & Product Governance regulation.
• Able to work independently, be organised and prioritise workload.
• Senior stakeholder management, report writing and presenting.

Regulatory & Conduct Requirements

• Ensure compliance with Insurance Distribution Directive.
• Ensure compliance with Munich Re’s Code of Conduct and the FCA Conduct Rules.

Benefits

You will be rewarded with a great compensation package, on target bonus, 25 days annual leave with the option to purchase more, private medical insurance and an employers’ contributory pension of 10%. We also offer fully paid 6‑month family leave.

EEO Statement

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.