Customer Experience Manager

As a Customer Experience Manager, you will work in the Operations team (New Business, Customer Service and Renewals) and analyse the areas in where customers tell us how they feel, and review the performance to our customers, and form a picture on how we can do things better.

You will help look after the entire customer life cycle: from new policies, to mid-term, to renewal, looking at SMS feedback, complaints and customer interaction monitoring and first contact resolution.

You will manage and maintain the above on an ongoing basis, and to use the insight gained to make suggestions. Regular reporting and meetings will help ensure a consistent focus in the department as well as ensure we meet regulatory requirements.

The customer will be at the heart of everything you do, whilst remembering that a commercially successful business is crucial to continuing to provide for our customers.

As Customer Experience Manager you will

• Have a detailed understanding of the customer journey(s) – online and offline
• Understand the agent journey and processes throughout various parts of their contact with customers
• Recommend practical solutions and trials to address customer needs
• Able to produce regular MI packs based on outputs from Compass, Looker, and iCasework (training can be provided on individual platforms if needed) – which contain actionable insight
• Coordinate with relevant stakeholders internal and external to Travel – ensuring relevant approval processes are completed as needed and that there is sufficient information to make decisions
• Be results driven – some improvements are intangible, but you should aim to quantify your impact wherever possible

Ideally you will have

• SAS, GCP or MicroStrategy experience
• Customer insight / customer experience roles
• Experience in Customer focused or contact centre roles
• The ability to interpret and act on MI results
• Confidence in using Microsoft Excel and Powerpoint
• Strong communication skills
• Stakeholder management experience
• Flexibility and willing to work on multiple projects or areas

Additional information

• We will review your CV within 5 working days of application and get back to you
• Our office is based in Cardiff, working on a hybrid approach to remote working, 1-2 days in the office (or more if you prefer)
• We will give you everything you need to work comfortably from home

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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