Customer Experience jobs in United Kingdom

Job Type: Permanent Sector: General Insurance Specialism: Claims, General Management, Senior Appointments Location: Yorkshire & Humberside Town/City: Leeds Salary range: Other Salary Description: Attractive salary plus 25% bonus Posted: 04-Nov-25 Start Date: ASAP Recruiter: Aston Charles Job Ref: JH-3168

This is arguably the most exciting insurance company in the market right now.

Currently enjoying 20% year on year growth, and with plans to double in size over the next 5 years, this organisation is investing heavily in its offering.

As part of this growth, a rare opportunity has arisen for a UK Claims Operations Manager.

Our client operates in over 20 countries and is very much renowned as a world‑leader within its chosen markets. The company arranges insurance for some of the most fascinating risks on the planet, and has a reputation for excellence, innovation and formidable customer service.

This role will form one of the members of the UK Claims Leadership team, reporting directly into the Claims & Legal Services Director. You will join a close knit, established team, dedicated in driving the highest standards of claims service.

You will take responsibility for the strategic development and day to day provision of central support services to the UK claims function. As the Manager of this multidisciplinary team of specialists, you will be recognised for your ability to optimise business processes to enhance internal and external customer experience, service and quality. You will lead from the front, deploying technical process excellence and take ownership, while striving for continuous improvement of the team, as well as the service being given.

• The Claims Administration Support Team.
• MI Production within the division.
• Delegated arrangements across the UK claims function.
• The Claims Journey Audit process; driving continuous improvement within the UK claims operation.
• Supporting the Claims Leadership Team on emerging ad‑hoc claims teams projects to improve customer claims service across the UK.
• Representing the UK claims operation when necessary on cross team committees and projects groups as necessary.

It is essential that you have experience within an insurance claims operations environment. This will include experience of overseeing and implementing operational change, as well as leading a team. Just as importantly, you’ll have an ability to manage technical specialists without necessarily having that technical specialism, and you’ll also have strong focus on systems and processes, with a commitment to change and process improvement. As this is a unique role, where there may well be areas that you haven’t previously had experience in, you must have good levels of self‑initiative, strong problem‑solving skills, and the ability to engage effectively with a wide range of stakeholders, both internal and external.

This role requires the following: Strong leadership skills, proven experience in claims operations, ability to drive process improvement, excellent stakeholder engagement, and adaptiveness to change.

This role can be based from either the Leeds or Manchester office, with the option to work 1 day a week from home. You’ll be rewarded with an attractive basic salary, together with a comprehensive suite of company benefits, including a lucrative 25% bonus.