Policy Expert – Customer Insight Manager
🚀 We’re on a mission to make: The most successful insurance disruptor people want to stay with for life
Are you ready to transform the insurance industry with innovative technology? At Policy Expert, we are on a mission to revolutionize Home, Pet, and Motor insurance, making it clear, fair, and great value for customers. Since our inception in 2011, our breakthrough thinking and proprietary tech, have won us over 1.5 million customers and the title of the UK’s No.1-rated home insurance provider for 9 years. 🏆
Hear from our team about what it's like working at Policy Expert ✨
Your day to day:
At Policy Expert, we’re always looking for ways to be more customer centric. We are increasing the customer’s voice in our assessment of business performance, making sure their needs guide our actions, and monitoring if our products and experiences deliver on, or ideally over, their expectations. The Insight Manager will play a vital objective role working across Marketing and Customer teams, as well as ensuring our marketing communications are effective for driving the behaviours and outcomes that are both compliant and satisfying for the customer.
Key Duties & Responsibilities
Voice of the Customer programme
- In conjunction with Customer team, be a leading representative for Marketing in the set-up and ongoing improvement of a VOC programme, run through a third-party solution.
- Collate and distil data and analysis from the programme to generate both positive and negative insight to identify opportunities for better customer communications and experience.
Consumer Duty customer understanding
- Develop and maintain a programme of continuous assessment and improvement on customer communications through regular testing and surveys
- Deep investigation and diagnosis of customer misunderstanding through the diagnostic tools we have available (sentiment tracking, VoC programme etc.)
Customer needs
- As we develop new products, or redevelop existing ones, ensuring the features and benefits in what offer are valued by the customer.
- Understanding category-wide requirements and expectations of customers, highlighting by customer segment, unmet or unserved needs and purchase triggers.
Brand tracking
- Lead the assessment, selection and embedding of a progressive fit-for-purpose brand tracking methodology and tool to monitor overall brand health and perceptions.
- Prepare analysis and insights to identify changing trends and performance between different customer segments, making sense of them against the marketing strategy.
Creative testing
- Work with our creative agency partners to assess the strength of creative advertising concepts and the impact of live creative assets.
- Ad testing – supporting across an end-to-end creative development process, validating the tools and methodology to provide a reliable, representative evaluation of the creative’s effectiveness
Our expectation is that the delivery of the above activity will be an even balance between:
- Bespoke in-house solutions created and run by the Insight Manager
- Selection and management of insight vendor projects and tools
Who are you:
- Someone passionate about great customer service and outcomes based on understanding customer needs, attitudes and behaviours.
- Can effectively balance thorough analysis with the skills to summarise for comprehension for different audiences and make sensible recommendations for further action.
- Is comfortable working autonomously with initiative when needed, working across functions and stakeholders to engage on ideas, make progress against a project plan and get things done.
- Is energetic and outgoing, and happy to put their hand up to help when needed. In a lean team, enthusiasm and a desire to take on responsibility is essential!
- Has financial services experience – this would be an advantage, but not essential
To be a great candidate, you’d need to evidence experience in the majority of these areas:
- A wide range of insight techniques and methodologies – collecting and distilling customer and category insights through quantitative and qualitative research.
- Voice of the Customer programmes - getting insight into customer preferences and issues across all facets of the customer experience.
- Brand tracking – working with vendors to set-up and manage a robust ongoing survey which helps understand brand health and informs brand strategy
- Creative testing – supporting across an end-to-end creative development process, validating the tools and methodology to provide a reliable, representative
Benefits:
📍 This role will be based in our London office in a 50/50 Hybrid mode.
💸 Generous Pension contribution scheme
🏥 Private medical & Dental cover
📚 Learning budget of £1,000 a year + Study leave (with encouragement to use it)
😁 Enhanced maternity & paternity
🚉 Travel season ticket loan
🎟️ Access to a wide selection of London O2 events and use of a Private Lounge
🌈 Employee Wellbeing Programme
What We Stand for and Next Steps “We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment”
At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.
We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.
Useful links:
Glassdoor | Trust Pilot | Best Companies
