Diaspora Insurance
Customer Experience Specialist
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Company: Diaspora Insurance Ltd – UK
Department: Operations / Customer
Reports to: Channels Director/ CEO
Location: South Africa/Zimbabwe
BUSINESS JUSTIFICATION
Diaspora Insurance operates in a highly competitive and trust-driven market serving UK-based diaspora communities.
Why We Need This Role Now
FCA Consumer Duty: From July 2023, insurers must prove “good customer outcomes”.
This role will own compliance, evidence, and reporting to FCA/PRA
Retention & Growth: Our renewal rates and referrals are directly tied to service experience. A 5% increase in retention can increase profitability by 25-95%. We need a dedicated owner to drive this.
Complaints & Reputation: Insurance is a “grudge purchase”. Poor claims experience and slow service damage brand trust in tight-knit diaspora communities where word-of-mouth is everything.
Digital Transformation: Customers expect WhatsApp, self-serve portals, and fast claims updates. We need leadership to redesign journeys and leverage data.
Differentiation: Competitors compete on price. We will compete on empathy, speed, and clarity for customers sending money home. This role will build that moat.
Expected ROI: Reduce complaints by 30%, increase NPS by 15 points, improve renewal rates by 8% within 12 months.
ROLE PURPOSE
To lead and transform the end-to-end customer journey for Diaspora Insurance customers across the UK and diaspora markets.
Own the strategy, culture, and delivery of a customer-centric business that drives higher NPS, lower complaints, and higher retention while meeting FCA Consumer Duty.
Key Responsibilities
Strategy & Leadership
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- Develop and own the 3-year Customer Experience Strategy aligned to business plan
- Embed customer-centric culture across Sales, Claims, Underwriting, and Service
- Own CX metrics: NPS, CSAT, CES, Retention, Complaints, First Contact Resolution
Customer Journey & Service Design
- Map and redesign journeys for quote, onboarding, servicing, claims, and renewal
- Address diaspora-specific pain points: cross-border payments, time zones, language, trust
- Run Voice-of-Customer: surveys, interviews, complaints root-cause analysis
Operations & Delivery
- Lead Customer Service team, contact centre, and digital channels
- Ensure compliance with FCA Consumer Duty, DISP complaints rules, ICO GDPR
- Partner with Claims to reduce TAT and improve transparency/communication
Data, Technology & Insights
- Use CRM, telephony, and feedback data to drive weekly improvements
- Work with Product/IT to improve website, app, WhatsApp, and customer portal UX
- Build dashboards for Exco/Board reporting
Governance & Reporting
- Monthly CX report to Exco and quarterly update to Board
- Own complaints MI and remediation plans per FCA requirements
- Manage CX budget, vendors, and outsourcing partners
Technical Skills
REQUIRED SKILLS & COMPETENCIES
- Customer Journey Design – Journey mapping, service design, UX
- Insurance Knowledge – Policy admin, claims, underwriting basics
- Data & Insight – NPS, CSAT, VOC, MI, root cause analysis
- Regulatory – FCA Consumer Duty, DISP, ICO GDPR
- Tech – CRM: Salesforce/Zendesk, Reporting tools: PowerBI/Tableau
Leadership Competencies
- Cultural empathy and understanding of diaspora customer needs
- Commercial acumen – link CX to revenue and retention
- Stakeholder management at Board and frontline level
- Change management and team leadership
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Required Experience
- 8+ years in Customer Experience, Customer Service, or Operations
- 3+ years* leading teams of 10+ people
- Insurance or Financial Services experience mandatory. General/Life/Health insurance preferred
- Proven track record improving NPS and reducing complaints in a regulated environment
- Experience delivering multi-channel service: phone, email, WhatsApp, chat, self-serve
Required Academic Qualifications
- Bachelor’s Degree- Business, Marketing, Psychology, Communications, or related field. 2:1 or above preferred
Professional Certifications Preferred:
- CII – Chartered Insurance Institute: Certificate or Diploma
- CCXP – Certified Customer Experience Professional
- CIM – Chartered Institute of Marketing
- Lean Six Sigma Green Belt or above
NICE TO HAVE
- Experience in diaspora, remittances, or cross-border financial services
- Multilingual – Shona, Ndebele, French, Portuguese
- Knowledge of SM&CR and Board governance reporting
12-MONTH SUCCESS MEASURES
- NPS: +15 points vs baseline
- Complaints: -30% volume, 100% resolved within FCA timeframes
- Renewal Rate: +8%
- Claims Communication Score: >85% CSAT
Key Skills
Customer Experience | Journey Design | Leadership | Data & Insights | Insurance | Compliance | Stakeholder Management
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