Primary Details

Customer Experience Manager

Role Highlights

• London with hybrid working
• Enhance your career in an exciting and ever-changing environment

The Opportunity

Were looking for an experienced Customer Experience (CX) professional to lead the Voice of Customer (VOC) programme for QBEs European Operations this role youll ensure customer feedback is captured understood and translated into meaningful improvements across the business.

Youll own the end-to-end VOC programme including survey design insight generation reporting and driving actions from customer feedback. Working closely with ExCos Market Management Claims and Underwriting teams youll help embed customer insight into decision-making and continuous improvement.

This role also partners with the Group CX Lead to align with wider CX standards and tools while maintaining a strong focus on EO priorities. Its suited to someone who combines strong analytical skills with the ability to communicate insights clearly and influence stakeholders to take action.

About QBE

At QBE we get to the heart of what matters for our customers. And we do it all with a human touch.

Werean international insurer with more than 13000 people working across 26 countries which meanswerebig enough for your ambitions yet small enough for you to make a real exciting momentum towards our vision to become the most consistent and innovative risk partner.

What if you could have a positive impact at work and in the world As part of the QBE teamyoullget to spend every day working with people who are passionatetalentedand kind.

Your new role

• Own and run all EOVOCsurveysfrom start to finishannual relationship surveys (Top Customer NPS)transactionalsurveys(Post-claimCSAT) and ad hoc surveys.

• Design surveys that collect useful decision-gradefeedbackincludingwho to survey what to ask and how to send it.

• Analyse results toidentifywhat matters most to customers and where to focus improvementincludingtechniques likesignificance testingkey driver analysistarget-settingand trendanalysis.

• Deliverclearand easy-to-understandreports that tell senior leadersand the wider EO teamwhat customers said what it means and what to do about it.

• Run theclosed loop(follow-up)processwhen a customer gives feedback make sure someoneowns the responseand the customer sees a result.

• Manage the CXgovernance rhythm for EOincluding Customer SteerCosandregular reporting into the Corporate OKRportfolio.

• Work withExCos Market Management Claims andUnderwritingteamsacross EOto turn customer insight into actioninfluencing senior leaderseven when you dont have direct authority over them.

• Contribute toGroup-wide CX standards tools and reportingas part of the broader Group CX function.

• ContinuouslyimprovetheVOCprogrammebetter questionnairesthatmeetEOsinformational needsmeeting responsevolumes for decision-grade insightsandnew ways to listento customers.

About you

Proven experience running aVOCor CX measurement programme end-to-endyouve designedsurveysbuiltdashboardsset upgovernance anddeliveredinsight that leaders acted on.

• Good analytical skills - confident working with customer dataspottingpatternsandroot causes and turningnumbers into clear with key driver analysis or similar techniques is a plus.

• Excellentcommunication you canexplain complex findings in simple language and present confidently to seniorleaders.

• Stakeholder management andInfluenceevenwithout authority- a track record of gettingseniorleadersto act oncustomerinsight evenwithout formal authority over them.

• Experience with Customer Feedback Management (CFM)platforms such asMedallia Qualtricsetc.

• Comfortable inaregulatedenvironment; insurance or financial services experienceispreferred butnot essential.

• Gets things done;youmanage programmes from start to finish meet deadlines and get things donewithout needing to be chased.

Benefits

We offer a range of benefits to help provide holistic support for your work life whatever your circumstances. As a QBE employee you will have access to and benefit from:

As well as the benefits below we also offer an extensive choice of other options to suit you!

• 30 days holiday a yearwith theoptionto buy up to 2additionaldays.

• Flexible working-balancing work and life is important so our flexible working opportunities are open to allthis can include part-time job share and compressed hours.

• Pension you are automatically enrolled into the QBE pension plan which entitles you to receive employer contributions of 10% of your basic salary.

To learn more about benefits of working with us clickRewarding our people - QBE European Operations

Awards & Recognition

We value our employees experience with us and are proud to have been recognised for the following awards:

Insurance Post British Insurance Awards 2025:

• Winner: Commercial Lines Insurer of the Year Winner: Reinsurer of the Year - QBE Re Winner: ESG Diversity Equity and Inclusion Initiative of the Year Winner: Insurance Personality of the Year - Chris Wallace Executive Director UK insurance

To learn more about our achievements clickhere

Apply now andletsmake it happen!

Ifyourelooking for a career that combines yourexpertiseand your empathy click Apply today.

Your career. At the heart of it.

Skills:

How to Apply:

To submit your application click Apply and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.