Customer Journey Manager (General Insurance)

TL;DR

Customer Journey Manager (General Insurance): Developing and optimizing end-to-end customer journeys for general insurance products with an accent on digital experience, efficiency, and measurable outcomes. Focus on using data insights, fostering continuous improvement, and aligning cross-functional teams to deliver connected customer experiences.

Location: Hybrid, requiring at least two days per week or 40% of time at one of the offices in Leeds, United Kingdom.

Salary: £59,850 - £66,500

Company

hirify.global is rebooting an icon and building the future of finance, with a key role for its General Insurance business in achieving growth, focus, and change objectives.

What you will do

• Compose, map, and optimise end-to-end digital customer journeys for smooth and engaging experiences.
• Utilise data, processes, and system insights to inform journey development with a customer-centric approach.
• Regularly assess journeys from customer and business perspectives to find improvement and innovation opportunities.
• Connect cross-functional teams and specialisms to build consensus and ensure alignment for connected experiences.
• Develop and nurture stakeholder relationships, manage competing priorities, and resolve differing viewpoints.
• Collaborate with Product Owners and Feature Teams to build priorities and deliver features improving customer experience and outcomes.

Requirements

• Experience understanding and detailing end-to-end processes and journeys, identifying areas for improvement.
• Strong analytical skills to interpret complex data into clear, meaningful insights for decision-making.
• A continuous improvement outlook, with hands-on experience in delivering improvements across journeys or processes.
• Problem-solving ability paired with strong relationship-building skills to work effectively across teams.
• Strong communication skills to summarise complex information for senior audiences.
• Work style is hybrid, requiring at least two days per week, or 40% of time, at one of our offices in Leeds, United Kingdom.

Nice to have

• Experience working on Digital and/or Claims products or journeys.
• Experience crafting new customer journeys from the ground up.
• Understanding of Agile ways of working and supporting tools.

Culture & Benefits

• Inclusive and diverse work environment.
• Generous pension contribution of up to 15%.
• Annual bonus award, subject to Group performance.
• Share schemes including free shares.
• Adaptable benefits package, such as discounted shopping.
• 30 days’ holiday plus bank holidays.
• Range of wellbeing initiatives and generous parental leave policies.