Customer Experience Manager

Job Title: Customer Experience Manager
Department: Direct & Marketing – Customer Experience
Reports: Head of Customer Experience (Spain)
Location: Blanchardstown or Cavan

 

Job Summary

Liberty Insurance is seeking to hire a results driven Customer Experience Manager that will bring customer and intermediaries understanding to the Company’s decision making process by owning, defining, maintaining, and continuously improving the Voice of the Customer (VoC) systems.

 

Key Tasks & Responsibilities

  • Lead a high impact and high exposure team in the organisation to develop the global role of VoC and develop WEM's model (Western European Market – new operating model)
  • Gather, analyse and distribute VoC outputs, Customers’ and Intermediaries NPS ensuring consistency across WEM
  • Identify insights, and suggest solutions and activities to improve Customer and Intermediary experience. Measure and assess performance of existing leverages
  • Ensure that the VoC is present in the decision-making process of the company, by providing accurate and reliable dashboards to process owners
  • Drive change and innovation to help improve business from VoC and customers' and intermediaries' expectations
  • Support and complement existing research by keeping a continuous flow of VoC (managing customers' and Intermediaries' panels)
  • Ensure maximum use of all existing customer experience data in the company: Bringing VoC to strategic reflection process
  • Support customer centric cultural change by driving continuous flow of VoC

 

Qualifications

  • Degree level qualified with 5 years’ experience in a similar role

 

Experience & Knowledge

  • Experience of customer strategy, customer experience, journey design, operational effectiveness, innovation and product/ proposition design
  • Excellent understanding of customer experience, business, and commercial issues
  • Experience working with online Survey Solutions/Data Management, Dashboard, Voc Platforms e.g. Qualtrics, Confirmit, Medalia, Satmetrix or other
  • People management experience
  • Experience of Financial Services/Insurance Industry desirable

  

Competencies

  • High energy individual with a proven track record of operating in a dynamic, demanding & customer centric environment
  • Ability to integrate business objectives and customer experience
  • Ability to grasp detailed information and understand what this means for the customer
  • Ability to clearly demonstrate achievement of results in previous roles including the obstacles which were overcome
  • Highly driven self-starter with an ability to work in a fast paced, multi-national environment
  • Ability to build strong relationships with strong stakeholder management skills
  • Strong analytical and problem solving skills
  • Strategic awareness, ability and influencing skills
  • Excellent communicator with strong reporting skills
  • Highly effective and collaborative team player
  • Ability to work very effectively both under own initiative and as part of the wider team
  • Ability and willingness to travel internationally
  • Portuguese and Spanish languages advantageous but not essential for this role

 

Liberty Insurance is an Equal Opportunity Employer.

 

If you would like to apply for any of the above positions please submit your CV to recruit@libertyinsurance.ie

Alternatively, if you require further information on this vacancy, please contact our
Human Resources Department on +353 (0)1 553 4060.