Senior Manager, Customer Insights & Experience

The Travelers; Redhill; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension plan contribution

23 days holiday plus

Wellness programme

Volunteer & community matching

Diversity and inclusion

Job summary

The Travelers invites a creative and curious UX/Insights professional to grow our business in the UK. You will talk to customers and brokers, analyse data from CRM, web analytics, and surveys, and translate findings into action that shapes products and propositions.

This role offers a hands-on opportunity to influence strategy, improve journeys, and deliver measurable impact across markets. You’ll work with cross-functional teams across marketing, product, and sales, balancing customer

Qualifications

• Relevant work experience in user experience design, research, insights, or customer strategy.
• Demonstrated experience in customer research, data analysis, journey mapping, and/or user experience design.

Responsibilities

• Analyse quantitative and qualitative data to understand customer behaviour and needs.
• Plan and run research activities to gather UX data and evaluate usability (NPS/SUS programs).
• Champion AI-first insights methods, including surveys, sentiment analysis, and predictive modelling.
• Use internal data to inform strategic recommendations and inform proposition frameworks.
• Manage external research agencies and budgets to deliver high-quality insights.
• Support proposition managers with primary research to reduce reliance on third parties.
• Map customer journeys to identify friction points and opportunities.
• Collaborate with cross-functional teams to embed data-driven decision making.

Job description

The Travelers invites a creative and curious UX/Insights professional to grow our business in the UK. You will talk to customers and brokers, analyse data from CRM, web analytics, and surveys, and translate findings into action that shapes products and propositions.

This role offers a hands-on opportunity to influence strategy, improve journeys, and deliver measurable impact across markets. You’ll work with cross-functional teams across marketing, product, and sales, balancing customer