Our ever-increasing digital self-serve capabilities provide a fantastic opportunity to improve the customer experience and support a step change in our operational efficiencies.
With self-serve during the Renewal cycle being in its relative infancy, but expected to increase through 2023, we are looking for a talented individual to shape how we leverage these opportunities whilst protecting & improving one of our key commercial metrics, our market leading customer retention.
Given the importance of this role, the successful candidate will have significant input on both a strategic and tactical level.
All suitable applicants are welcome, but we are particularly interested in hearing from those with experience in Pricing, Analytics, Product roles, or similar experience.
Key Responsibilities
- Accountable for delivering our planned increase in self-serve contact in a manner which optimises customer retention.
- As the senior Retention SME, you will work with colleagues across Pricing, Analytics, Digital, Value Optimisation, Operations and more to define and execute the change which moves us toward our targets.
- Lead work to understand our customers and their needs, with a view to providing a personalised experience and better business outcome - this may involve use of data and/or market research.
- Work with data teams to build out an MI suite to help in the effective management of retention in an environment where customers can interact with us across a range of channels.
- Monitor performance and identify opportunities to improve customer retention.
- Maintain strong relationships with Pricing & Product teams, acting as the Operational SME for Retention.
- Responsibility for Customer communications during the Renewal cycle, including but not limited to the annual Renewal Invite.
- Work closely with Regulatory & Risk areas to ensure our existing regulatory obligations are met, as well as adapting to any upcoming change (eg: Consumer Duty).
About you
- You will be analytical and comfortable using data to reach conclusions and take action.
- You will have a sense of curiosity – you challenge existing practises, look for opportunities and develop innovative solutions to problems.
- A strong communicator, you will be able to explain complex ideas and information simply.
- You will be a natural relationship builder, working across functions with a wide range of people.
- An awareness of the factors which influence customer retention – or the willingness to roll your sleeves up and learn quickly!
- Excited about the change ahead for Customer Ops and being able to play a part.
- You must have insurance experience
- You must have SAS or similar coding experience
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.
Benefits and Work-Life Balance
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.
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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