Ageas Insurance

About Ageas Insurance

Customer Experience Manager: A great opportunity to make a difference for our customers, reporting to the Head of Customer Value for Ageas UK, the Customer Experience Manager will oversee a team who's responsible for delivering a large scale transformation project within Ageas. A fundamental role, the purpose of this role is to work with key arears of the business to drive the development and delivery of a market leading Customer Experience strategy for Ageas UK that provides the optimal mix of value for both the Customer and Ageas. The main duties and responsibilities for the Customer Experience Manager include; Manage the coordination of efforts across all relevant business areas to support the development and delivery of the Customer Experience Strategy for Ageas UK Facilitate the UK Customer Forum, with ownership for the coordination of meetings; publishing of minutes; capturing and monitoring of risks; identifying dependencies; and managing the delivery of agreed outputs. Responsible for defining the existing Customer Journey landscape, building and maintaining comprehensive end-to-end customer journey maps that incorporate customer interactions and experiences Lead the development of insurtech capability within Ageas UK, embed our chosen software across the organisation and define our strategic use going forward. Leverage insights & analytics around customer behaviour, definition, demographics etc to understand customer needs and behaviours in order to deliver improvement, demonstrating tangible benefit to the business. The ideal Customer Experience Manager will have the following skills and experience: Solid background in the Insurance industry, ideally within a customer facing environment. Customer journey or process improvement experience is a clear advantage Programme/project management methodology and delivery Knowledge of digital and self-service technologies preferable Ability to prioritise and align multiple key stakeholders through the process. Solid customer orientation, core understanding of the customer lifecycle Ability to plan across a three to five year time horizon. Excellent communication skills. Excellent planning and organisational skills. Strategic commercial view including customer and value focus. Here are some of the benefits you can enjoy with us; A competitive pension for which Ageas will pay twice the amount. Generous amount of holidays with the option to buy up to 10 additional days. Annual Salary review. Discretionary annual bonus based on personal and company performance. Life assurance of 4 x salary with the option to flex up. Return to work programme scheme. Flexible benefits package (private medical insurance, health and dental plans, free life assurance policy, discounted gym membership, cycle to work scheme as well as discounts with a wide range of retailers through our partner Perkz.com). Support groups- wellbeing activities, yoga, mindfulness sessions, Sports and Social Club events and more. About #Ageas: With a history of almost 200 years we pride ourselves on being a leading provider of award-winning insurance solutions in the UK. We've scooped a Gold Standard Insurance Award for the last nine years running and received a five star defaqto rating for offering the highest quality products in the market. We take pride in creating a supportive, inclusive and safe environment, encouraging people to bring 100% of themselves to work every day and where our people are our most valuable asset. With over 2,800 employees based across our offices in Bournemouth, Eastleigh, Gloucester, London and Manchester, our people help Ageas create a thriving, creative and innovative place to work, which is echoed in the service we provide to over five million customers. We are the Proud Partners of Bourne Free - Bournemouth Pride, a Stonewall Diversity Champion, a signatory of the Women in Finance Charter and the Insurance Inclusion Pledge and support the Rays of Sunshine and will continue to broaden our Inclusion agenda. Our purpose is clear: To make insurance easy and personal for our customers. We live and breathe our values we care and respect those around us; we dare to push our boundaries, we deliver what we promise, above all, we learn together, inspire others and share success Want to be part of a Winning Team? Come and join Ageas.

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