Manager, Insight and Customer Experience (CX)

Location: London, United Kingdom

Company

hirify.global is a property and casualty insurer focused on serving customers, communities, and employees through innovation and collaboration.

What you will do

• Analyse quantitative and qualitative customer data from CRM, web analytics, sales data, surveys, interviews, and user testing.
• Plan and conduct research activities, manage NPS and SUS programmes, and evaluate solution usability.
• Use AI-enabled methodologies, sentiment analysis, predictive modelling, and internal data sources to deliver actionable insights.
• Design customer experiences through journey maps, personas, interaction scenarios, prototypes, and information architecture.
• Translate research and complex data into recommendations for marketing, product, sales, and executive stakeholders.
• Collaborate with cross-functional and US-based teams, while managing external research agencies and project budgets.

Requirements

• Relevant experience in user experience design, research, insights, or customer strategy.
• Demonstrated experience in customer research, data analysis, journey mapping, and/or user experience design.
• Proficiency in at least two design disciplines, such as design research, user testing, information architecture, interaction design, visual design, content design, journey mapping, prototyping, data visualisation, or design systems.
• Strong proficiency with data visualisation and analytics tools, plus experience conducting primary research.
• Experience with AI-enabled research and insights tools, business analysis, sales processes, and commercial impact assessment.
• Strong presentation, communication, facilitation, collaboration, and stakeholder management skills.

Culture & Benefits

• Private medical insurance with optional dependent cover.
• Employer pension contributions with increased contributions when participating in the plan.
• At least 25 days of annual holiday, with the option to purchase additional days up to 35 total.
• Wellness resources, discounts, caregiving support, and free professional mental health counselling.
• Volunteer and charitable giving programmes, including matching gifts and volunteer rewards.