Customer Insights Manager, Policy Expert
£40-60k
More information about location
2-3 days a week in office
Digital home & car insurance provider
Be an early applicant
Digital home & car insurance provider
201-500 employees
Be an early applicant
£40-60k
More information about location
2-3 days a week in office
201-500 employees
Company mission
Policy Expert's mission is to be the most successful insurance provider that people want to stay with for life. This will be achieved by creating proprietary technology that allows us to offer honest, transparent and easy to understand products.
Role
Who you are
- Somone 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
What the job involves
- 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
- 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
- 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.)
- 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
- 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
- Work with our creative agency partners to assess the strength of creative advertising concepts and the impact of live creative assets
- Support in the creative development process from concept to execution, providing objective evaluation and counsel against the brief’s criteria (insight resonance, brand associations etc.) where relevant
- 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
Salary benchmarks
Our take
Policy Expert is a trusted insurance provider, serving more than 1 million home and car insurance customers across the UK since its launch in 2011. Policy Expert was the first insurer to be designed for aggregator sites, allowing it to capitalise on the growth of price comparison sites like Compare the Market and GoCompare.
It is a part of QMetric Group, which set out to redesign what an insurer should be, even before 'InsurTech' was a word. It has streamlined how people buy insurance by building its own tech and owning the process end to end. With a strong belief that competition and transparency are key to the future of any market, QMetric launched Policy Expert to meet the changing consumer trends over the past decade.
Since its founding, it has recorded significant year-on-year growth to become one of the UK’s ten biggest home insurance providers while diversifying its proposition by entering the motor market in 2019. Having been built on a disruptive and ground-breaking platform, this established company is well positioned to continue building a customer base within the UK whilst keeping up with consumer trends.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
46% female employees
24% employee growth in 12 months
Company
Employee endorsements
Intelligent people
"My colleagues have high attention to detail and explain their decisions and viewpoints very well. It's inspiring to work with teammates with high..."
Company benefits
- 🤒 Private medical cover with Aviva
- 🚅 Travel season ticket loan
- 🎉 Access to selected London O2 events and use of a Private Lounge
- 🏖️ 25 days holiday (excl. bank holidays)
- 🏠 50/50 hybrid working - we trust you to do your best work whether it's in the office or at home
- 💻 One off work from home equipment fund
- 💅🏻 Each year you are with us you can get an extra wellness day!
- 🥳 Social events through the year - monthly themed in office events celebrating festive holidays!
- 🦷 Private dental cover with Bupa
Company HQ
City of London, London, UK
Articles
Leadership
Adam Powell
(Co-founder & COO)COO at Policy Expert since 2010, prior to which he was the Head of New Markets at Simply Business.
People progressing
Paul started with us as a Business Analyst back in 2019 and has been fundamental in our growth and now Policy Experts Head of Delivery.
Ezgi joined us back in 2019 in the Business Analysis team. She has excelled in her work and really contributed to building out the function. In 2023 she was promoted to Head of Business Analysis.
Diversity, Equity & Inclusion at Policy Expert
- We’re committed to creating a culture of inclusivity where every employee feels welcome, and different perspectives are valued and encouraged. We respect and value people's differences. In fact, we welcome it, as this brings a wider range of ideas, opinions and experience.
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