Customer Experience Manager

Role Overview

Full time Employee - Customer Experience Manager based in London with hybrid working.

The role leads the Voice of Customer (VOC) programme for QBE's European Operations division, capturing customer feedback, analysing insights, and driving meaningful actions across the business.

Key Responsibilities

• Own and run all EO VOC surveys from start to finish - annual relationship surveys (Top Customer NPS), transactional surveys (Post claim CSAT), and ad hoc surveys.
• Design surveys that collect useful, decision grade feedback - including who to survey, what to ask, and how to send it.
• Analyse results to identify what matters most to customers and where to focus improvement - using significance testing, key driver analysis, target setting and trend analysis.
• Deliver clear and easy to understand reports that tell senior leaders and the wider EO team what customers said, what it means, and what to do about it.
• Run the closed loop (follow up) process to ensure someone owns each response and the customer sees a result.
• Manage the CX governance rhythm for EO - including Customer SteerCos and regular reporting into the Corporate OKR portfolio.
• Work with ExCos, Market Management, Claims and Underwriting teams across EO to transform customer insight into action, influencing senior leaders even without formal authority.
• Contribute to group wide CX standards, tools, and reporting as part of the broader Group CX function.
• Continuously improve the VOC programme - better questionnaires, higher response volumes for decision grade insights and innovative ways to listen to customers.

Qualifications

• Proven experience running a VOC or CX measurement programme end to end - designing surveys, building dashboards, setting up governance and delivering actionable insight.
• Good analytical skills - confident working with customer data, spotting patterns and root causes, and turning numbers into clear recommendations.
• Experience with key driver analysis or similar techniques is a plus.
• Excellent communication - able to explain complex findings in simple language and present confidently to senior leaders.
• Stakeholder management and influence skills - track record of getting senior leaders to act on customer insight even without formal authority.
• Experience with Customer Feedback Management platforms such as Medallia, Qualtrics, etc.
• Comfortable in a regulated environment; insurance or financial services experience preferred but not essential.
• Strong project management mindset - manage programmes from start to finish, meet deadlines, and achieve outcomes without needing close supervision.

Skills

• Business Transformation
• Coaching for success
• Conflict Resolution
• Cost Benefit Analysis (CBA)
• Critical Thinking
• Financial Products
• Influencing
• Intentional collaboration
• Managing performance
• Navigating ambiguity
• Presenting with Impact
• Research Analysis
• Risk Management
• Stakeholder Management
• Team Management

Benefits

• 30 days holiday per year with the option to buy up to 2 additional days.
• Flexible working - part time, job share and compressed hours available.
• Pension - automatic enrollment into the QBE pension plan with 10% employer contribution of basic salary.

Equal Employment Opportunity

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