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Role Overview:
As Head of Consumer, you will play a pivotal role in enhancing the overall customer experience internally and with our partner companies by understanding customer journeys, identifying trends, managing the complaints function, and providing strategic insights to optimise product offerings and distribution channels. You will collaborate closely with cross-functional teams to drive improvements and ensure alignment with the company's strategic objectives.
Reports to: Underwriting Committee and Board
Key Responsibilities:
- Understand and analyse customer journeys across various touchpoints to identify pain points, opportunities for improvement, and areas of excellence.
- Proactively monitor and analyse customer feedback and complaints data to identify trends, patterns and root causes to drive improvements.
- Manage the Complaints function, ensuring timely resolution and escalation of customer issues in alignment with company policies and regulatory requirements.
- Advise on strategic changes to insurance products or distribution channels based on insights gathered from customer interactions and market trends.
- Collaborate with cross-functional teams, including claims, underwriting, and customer service, to implement corrective actions and initiatives to address identified issues.
- Develop and maintain comprehensive reports and dashboards to track key performance indicators related to customer experience, complaints management, and product performance.
- Manage and continually develop the relationship with partners, as well as the Financial Ombudsman Service.
- Stay abreast of industry trends, best practices, and regulatory changes related to customer experience and insurance products.
 Qualifications:
- Degree level
- Proven experience in a customer experience or complaints management role within the insurance industry.
- Strong understanding of regulatory requirements.
- Excellent analytical skills with the ability to interpret data and identify trends.
- Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, internal stakeholders and regulators.
- Detail-oriented with strong organizational and problem-solving abilities.
- Strategic thinker with the ability to provide insights and recommendations at a strategic level.
- Proficiency in Microsoft Office Suite and experience with customer relationship management (CRM) software is preferred.
