Customer Experience jobs in Großbritannien

Our insurance clients engage us to solve their most complex problems, helping them to shape and deliver a strategy in response to new competition, the increased focus on the Digital environment, and the rise of the number of InsurTechs revolutionising the competitive landscape.

As part of this team, you'll work alongside a team of Insurance specialists from across Insurance markets and will be able to quickly build upon your existing industry knowledge and consultancy skills to develop your expertise. We will be looking to you to help lead project teams and develop the talent and insight in our community.

As part of Insurance Operations & Domain Solutions team, you’ll be working with a multitude of market leading teams from Deloitte to deliver value to our clients across the full delivery lifecycle starting from strategy and proposition definition to detailed operations and tech design, and being part of engineering and implementation teams to deliver for our clients. We have a diverse team with vast knowledge, experience and backgrounds enabling us to provide the best value to our clients. Within our team you will have the opportunity to work alongside and collaborate with industry experts as well as having access to a range of both internal and industry certified learning courses and qualifications.

If you're looking for a role in a fast paced, exciting environment where you can make a big impact in the General Insurance or London Markets insurers this is the role for you. Benefiting from early client exposure and working with and learning from some of the top practitioners in our field, you will develop quickly, add real value and build credibility in the industry from an early stage thus increasing your own marketability.

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte?It’show we approach the thousands of decisions we make everyday. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, whereverwe arein the world, we lead the way, serve with integrity, take care of each other , fosterinclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it mattersmost .

As an Operational Excellence Manager within Deloitte's Insurance practice, you will be contributing to strategic transformations that equip insurance businesses for the future. You'll be supporting the optimization of core operations, re-imagining operating models, architecting and leading cost transformation initiatives to maximise efficiency and unlock new value. Your contribution will empower clients to navigate industry disruption and achieve a competitive edge in a rapidly evolving market.

The specific roles and responsibilities of the role are as follows:

• Shape transformative programmes for insurance carriers and brokers, re-engineering operations to thrive in a digitally-driven future. This includes end-to-end responsibility from strategy definition through to implementation.
• Drive end-to-end process excellence initiatives across the entire insurance lifecycle (Underwriting, Policy Administration, Claims) and enterprise / enabling functions (incl. technology, finance, HR, risk etc.).
• Support the Identification and implementation of improvements to maximise efficiency, reduce costs, and enhance customer experience.
• Design and implement future-proof operating models for insurers, optimising organisational structures, processes, and technology for agility, scalability, and effectiveness.
• Support strategic cost transformation initiatives, identifying and capturing opportunities for cost reduction and efficiency gains, ultimately improving profitability and competitiveness.
• Contribute to the growth of the practice's thought leadership by developing insightful content and perspectives on emerging trends in insurance operations and transformation.
• Support the development of our operation excellence tooling, assets and methodology and enable our go-to-market strategy.
• Champion diversity and inclusion within the team and contribute to broader practice development initiatives.

We are looking for enthusiastic and passionate individuals who are driving change and real impact for the Insurance industry. An independent thinker who also thrives as part of a team, with excellent communication and presentation skills. Someone who enjoys solving new and complex problems and challenging themselves to work in new fields to contribute to market facing propositions, client engagements and internal initiatives. Dedicated to learning and staying up to date with emerging market and industry trends.

Professional experience needs to include:

• A track record of success in delivering complex transformation initiatives within the insurance industry, ideally gained within a (re)insurer, brokerage, or consulting environment, or equivalent.
• A Strong understanding of the UK insurance market dynamics, including regulatory landscape, key trends, and the impact of disruptive technologies (e.g., AI & automation) on business models.
• Demonstrated experience in leading workstreams and delivering tangible results across various transformation initiatives, including target operating model design & implementation, process re-engineering, and cost reduction programmes.
• Strong communication and stakeholder management skills, with the ability to articulate complex concepts clearly and concisely to diverse audiences, manage competing priorities, and navigate challenging situations effectively.
• Proficiency in Microsoft Office Suite, particularly PowerPoint and Excel, with the ability to develop compelling presentations and analyse data effectively.
• Strong risk awareness and mitigation skills, with a focus on protecting the firm's reputation and ensuring compliance with relevant regulations.

Preferably you will also have:

• Experience in developing compelling business / value cases for operating model changes and disruptive technology solutions, particularly in areas such as data analytics, AI, and automation, within the insurance sector.
• Experience in implementing AI-driven solution within the general insurance lifecycle (e.g., claims automation, fraud detection, risk assessment, etc.) is highly desirable.

Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.

We lead transformation at the heart of our clients; re-engineering the core of our clients’ organisations, helping to unleash growth, and creating better futures for their customers, citizens and employees.

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

You’ll be based in London with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers