Senior Insights & Customer Experience Manager

Travelers Europe; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension plan and employer contribution

Holiday entitlement (25 days; up to 35

Wellness programme

Volunteer encouragement and matching

Job summary

Travelers Europe is seeking a Candidate to drive customer insights and research, shaping product and marketing strategy through data-driven recommendations. You will map journeys, design experiences, and translate findings into strategic actions for cross-functional teams.

You will lead quantitative and qualitative research, manage budgets, and promote AI-enabled insights across the organisation, collaborating with US-based teams when appropriate.

Qualifications

• Must have experience in user experience design, research, insights, or customer strategy.
• Demonstrated experience in customer research, data analysis, journey mapping, and/or UX design.
• Ability to map customer journeys and identify friction points and opportunities.

Responsibilities

• Analyse quantitative (CRM, web analytics, sales data) and qualitative (surveys, interviews, user testing) data to understand customer behaviour, pain points, and needs.
• Identify, plan, and execute research activities to gather user experience data and evaluate solution usability.
• Champion AI-first methodologies for insights delivery, including surveys, sentiment analysis, and predictive modelling.
• Leverage carrier management agreements and internal data sources to inform strategic recommendations.
• Manage external research agencies and budgets to deliver high-quality insight projects.
• Support proposition managers in conducting primary research, reducing reliance on third-party agencies.
• Blend commercial acumen with the ability to map and design customer experiences and inform proposition frameworks.
• Deliver data-driven insights that directly impact business and market outcomes.
• Build state of the nation pictures, including actionable competitor analysis, around key growth products and markets to help inform propositions and product strategy.

Skills

User experience design

Service design

Data analysis

Journey mapping

User testing

Presentation skills

Stakeholder management

AI-enabled research

Research budgeting

Collaboration

Job description

Travelers Europe is seeking a Candidate to drive customer insights and research, shaping product and marketing strategy through data-driven recommendations. You will map journeys, design experiences, and translate findings into strategic actions for cross-functional teams.

You will lead quantitative and qualitative research, manage budgets, and promote AI-enabled insights across the organisation, collaborating with US-based teams when appropriate.