Customer Experience Manager

Insurance Industry

Hybrid (1-3 time travel required per month)

This role leads the understanding, mapping and improvement of end-to-end customer journeys across UK Retail. Working within a change and PMO environment, the position ensures customer experience is embedded into projects, operational delivery and proposition development.

Customer Journey Mapping

* Lead end-to-end customer journey mapping across retail segments

* Identify friction points, risks and improvement opportunities

* Maintain clear current and future-state journey views

Insight & Improvement

* Analyse customer data, complaints, service performance and MI

* Translate insight into practical CX improvement actions

* Track impact of improvements using agreed measures

Change & Project Integration

* Embed customer experience into project design and delivery

* Assess impact of change on customer journeys

* Support prioritisation based on customer impact

Collaboration & Governance

* Work closely with proposition, operations and data teams

* Support compliance with Consumer Duty expectations

* Contribute to governance forums relating to customer outcomes

Candidate Requirements

Essential:

* Experience in customer experience, journey mapping, CX/UX or service design

* Strong understanding of customer journeys within insurance or financial services

* Ability to run workshops and translate insight into actionable improvements

* Strong stakeholder management and influencing skills

* Experience working within a change or delivery environment

Desirable:

* PMO or change delivery experience

* Operational excellence or process improvement exposure

* Knowledge of Consumer Duty frameworks