Manager, Insight and Customer Experience (CX)
Core
Drive customer insights and experience design to identify revenue opportunities, map customer journeys, and deliver data-driven strategic recommendations for marketing and product teams.
Role type
Manager, Customer Insights & Experience Design
Builds
Customer journey maps, experience concepts, strategic insights, and data-driven recommendations
Domain
Insurance (Property & Casualty) + Customer Experience / Market Research
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery
Required skills
Customer research, data analysis, journey mapping, user experience design, service design, business analysis, strategic planning, stakeholder management, budget management
Preferred skills
AI-enabled research tools, predictive modelling, sentiment analysis, design systems, prototyping, information architecture
Technologies
CRM, web analytics, NPS, SUS, AI research tools, data visualization tools
Responsibilities
Analyse quantitative and qualitative data to understand customer behaviour; Design and map end-to-end customer journeys; Translate complex data into actionable strategic recommendations; Manage external research agencies and budgets; Conduct user testing and usability research; Define and track KPIs for customer experience initiatives
Seniority
Manager, hands-on IC with strategic oversight
