QBE Insurance Group
Customer Experience Manager
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Customer Experience Manager
Role Highlights
📍 Location: London (hybrid working available)
Enhance your career in an exciting and evolving environment. This role is perfect for a driven Customer Experience (CX) professional looking to make a meaningful impact.
The Opportunity
We are seeking an experienced Customer Experience (CX) Manager to lead the Voice of Customer (VOC) programme for QBE’s European Operations (EO) division.
In this role, you will:
- Capture, analyse, and act on critical customer feedback across the business;
- Own the end-to-end VOC programme, including survey design, data analysis, reporting, and driving action;
- Collaborate with Executives (ExCos), Market Management, Claims, and Underwriting teams to embed customer insights into decision-making;
- Partner with the Group CX Lead to align with broader CX initiatives while prioritising EO’s specific focus area.
Ideal candidate? Someone who thrives at the intersection of analytical rigor and strategic influence—delivering clear, data-backed insights that compellingly shape business decisions.
About QBE
At QBE, we combine cutting-edge innovation with a human touch to serve customer needs. As an international insurer with 13,000+ employees in 26 countries, we offer a work environment where: ✔ You can grow your career in a mission-driven organisation; ✔ Your insights influence real change across risk management and customer experience.
We are building momentum towards our vision to be the most consistent and innovative risk partner. Join a team that values passion, talent, and empathy.
Your Responsibilities
VOC Programme Management
- Design and run all EO VOC surveys:
- Annual customer relationship surveys (e.g., Top Customer NPS)
- Transactional surveys (e.g., **Post-claim CSAT)
- Ad-hoc customer feedback assessments
- Craft meaningful surveys: Determine target audiences, questions, delivery methods, and ensure surveys yield decision-grade insights.
- Analyse feedback:
- Apply techniques like significance testing, key driver analysis, target-setting, and trend analysis.
- Identify priorities for business improvement.
- Communicate findings:
- Produce clear, actionable reports for sourcing leaders, EO teams, and ExCos.
- Use data to drive continuous improvement—ensure alignment with business goals.
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Closed-Loop & Governance
- Lead the CX follow-up process (closed-loop): Ensure every customer comment has an owner and visible follow-up action.
- Establish and manage EO’s CX Governance Rhythm:
- Oversee Customer SteerCo meetings and regular progress reporting.
- Integrate into Corporate OKR portfolio.
Strategic Influence
- Engage with ExCos, Market Management, Claims, and Underwriting teams:
- Influence leaders with customer insights—even as non-directly authoritative stakeholders.
- Work with Group CX function:
- Contribute to international CX standards, tools, and reporting.
- Continuously optimise the VOC programme:
- Improve questionnaire effectiveness.
- Increase response rates.
- Pilot new customer listening methods.
Requirements
Key Qualifications
- Proven track record running a Voice of Customer (VOC) or CX programme from start to finish:
- Survey design, data analysis, governance, and driving action from feedback.
- Strong analytical skills:
- Comfortable analysing customer data.
- Skilled in techniques like key driver analysis or similar.
- Clear communicator:
- Translates complex insights into easy-to-understand findings for senior stakeholders.
- Influencing with impact:
- Approachable leadership—constructively persuades non-formal reporting lines.
- Experience with CFM platforms:
- Familiarity with tools like Medallia, Qualtrics, etc. is preferred.
- Regulated environment comfort:
- Preferred:Experience in insurance or financial services (though not strictly required).
- Proactive nature:
- Drive results and meet deadlines, even with work not directly supervisory.
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Why Work with QBE?
We offer a comprehensive benefits package that supports your well-being, career, and life:
📅 30 days holiday (plus additional 2 days purchase option). 🌟 Flexible working (part-time, hybrid, or compressed hours all encouraged). 💡 QBE pension scheme (with 10% employer contribution on basic salary). 🏆 Access to group-wide recognition, including:
- 2025 Insurance Post Awards (best Commercial Insurer, top Reinsurer, etc.)
- Employee-focused EQIA and Development rewards.
Join an organisation championing consistency, innovation, and inclusive growth.
Skills Development
Core skill areas supported:
- Business Transformation
- Influencing & Stakeholder Management
- Conflict Resolution & Intentional Collaboration
- Research & Financial Analysis
- Presenting with Impact
Apply now to start your journey at QBE. Be part of a team shaping the future of collaborative risk management and customer-focused growth. Your career, at the heart of it.
Apply Today: [Click Apply]
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