Manager, Insight and Customer Experience (CX)
Core
A Manager driving customer insights, experience design, and strategic recommendations to grow business revenue by analyzing customer behavior and mapping journeys.
Role type
Manager, Customer Insights & Experience Design
Builds
Customer journey maps, experience concepts, strategic recommendations, and data-driven insights for marketing and product teams.
Domain
Insurance (Property Casualty) + Customer Experience / Data Analytics
Required skills
Customer research, data analysis, journey mapping, user experience design, strategic recommendations, stakeholder management, budget management, AI-enabled research tools, business analysis.
Preferred skills
AI-first methodologies, predictive modelling, design systems, information architecture, interaction design, visual design, content strategy, prototyping.
Technologies
CRM, web analytics, sales data, NPS, SUS, sentiment analysis, predictive modelling, AI-enabled research 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 team leadership
