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About the Role
Policy Expert is seeking a Customer Insight Manager to lead research programs, design and execute studies, and collaborate with various teams to translate customer feedback into actionable recommendations for brand, communications, and customer journeys. This role is crucial in shaping customer-centric strategies and improving customer experiences.
Responsibilities
- Run a regular program testing customer understanding of products and communications.
- Utilize surveys, feedback, complaints, and behavioral data to identify and resolve customer misunderstandings.
- Test quote and buy, renewal, and servicing journeys using various testing methods.
- Collaborate with Product and Tech teams to translate customer insight into A/B test ideas and analyze results.
- Assess customer understanding and value of new and redeveloped product features and benefits.
- Identify unmet needs, buying triggers, and barriers by customer segment.
- Manage the agency-run brand health tracker, including questionnaire updates, data quality, and reporting.
- Analyze brand awareness, consideration, image, and entry points across different segments and competitors.
- Independently manage research projects from brief to presentation of recommendations.
- Select, brief, and manage third-party vendors against clear objectives.
- Prioritize research requests, plan the research calendar, and maintain a library of findings.
Requirements
- Passionate about great customer outcomes based on a real understanding of customer needs, attitudes, and behaviors.
- Confident working autonomously, setting priorities, and moving projects forward without close direction.
- Hands-on ability to build a survey and manage an agency project.
- Ability to balance thorough analysis with clear summaries for different audiences.
- Ability to make sensible recommendations for action.
- Works well across functions to engage stakeholders, make progress against a plan, and get things done.
- Energetic and outgoing, with a desire to take on responsibility.
- Financial services or insurance experience is an advantage but not essential.
Skills
- Quantitative and qualitative research techniques.
- Experience with online research tools (e.g., QuestionPro, UserTesting) for designing, scripting, and running studies.
- Brand tracking.
- Journey and user experience research (usability, prototype, comprehension testing, A/B testing, web analytics).
- Voice of the Customer programs.
- Ad testing across the creative development process.
- Agency management (brief writing, commissioning work, quality checking).
- Statistical analysis (significance testing, driver analysis).
- Knowledge of techniques like MaxDiff or conjoint analysis.
Location
- London office
Work Type
- Hybrid
- 12 month FTC
Experience Level
- Mid-level
Benefits
- Pension contributions matched up to 7%
- Private medical & Dental cover
- Learning budget of £1,000 a year
- Study leave
- Enhanced maternity & paternity
- Travel season ticket loan
- Access to London O2 events and use of a Private Lounge
- Employee Wellbeing Programme
About the Company
- Policy Expert is a forward-thinking business leveraging proprietary technology and smart data to offer reliable products and a wow customer experience.
- Achieved rapid growth since 2011, with over 1.5 million customers in Home, Motor and Pet insurance.
- Ranked the UK’s No.1-rated home insurer by Review Centre since 2013.
Equal Opportunity
- 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.
- 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.
- Please be encouraged to apply even if you do not meet all the requirements.