Role Description

Are you an experienced customer research professional looking for an opportunity to turn feedback from our customers into change across the business? An exciting opportunity has arisen to be part of the Customer Insights team, working across a portfolio of pet insurance brands, including the market leader Petplan.

This position is available on a hybrid basis, working both from home and our offices in Datchet, Ditton Park, with the expectation to attend the site at least one day a week. We are open to discussing flexible work arrangements, allowing for flexible hours or a reduced number of days per week.

You will plan, deliver, and monitor customer experience research across our customer journeys. Additionally, you will share insights gathered with key stakeholders, working collaboratively to ensure good customer outcomes and regulatory compliance. You will work closely with teams across the organization, providing them with specialist guidance to improve the overall customer experience across all touchpoints.

Salary Information

Pay: Circa £45k per year. Salary is based on relevant experience, skills, and location. Salary is only one part of our total reward package.

About You

• Responsible for assessing the customer experience of our journeys and documentation to ensure they deliver good outcomes and meet regulatory requirements.
• Manage testing processes, utilizing market research tools and agencies to enable market-leading customer experience testing.
• Work collaboratively with key business stakeholders to embed customer feedback into communications and journeys.
• Support the business in assessing the impact of changes to processes, documentation, and propositions by gathering customer feedback from multiple sources.
• Operate effective approaches to measuring and analyzing the customer experience, uncovering new insights and opportunities.
• Provide timely and accurate insights to support good customer outcomes.
• Guide and provide expertise in customer experience research to projects, ensuring a customer-centric approach.
• Manage relationships with key agency partners to maintain high service quality.
• Continuously assess and embed best practices in customer experience research.
• High level of knowledge of customer experience research tools and techniques.
• Consumer-obsessed, with a track record of utilizing customer insights to drive change.
• Experience working in a customer experience team and acting as an expert advisor.
• Clear and authentic communicator, capable of sharing findings across diverse audiences.
• Pro-active team member who puts customers at the heart of decision-making.
• Understanding of customer experience metrics, Consumer Duty, customer conduct, and Vulnerable Customer requirements within insurance industry.
• Appropriate qualification in market research (CIM or MRS) or equivalent.

Our Ways of Working

If you need flexibility with your working hours, let us know in your application. We support hybrid work patterns, balancing customer needs, personal circumstances, and business requirements, aiming to foster innovation, creativity, and work-life balance.

Integrity, Fairness, Inclusion & Trust

At Allianz, we foster an inclusive workforce and are proud to be an equal opportunity employer. Our commitments are demonstrated through various accreditations, including EDGE certification, Women in Finance Charter, Disability Confident employer, and Stonewall membership.

What We Will Offer You

We recognize and reward a job well done with a range of flexible benefits, including:

• Flexible holiday options
• Hybrid working
• Annual performance bonus
• Contributory pension scheme
• Development days
• Insurance product discounts up to 50%
• Retail discounts
• Volunteering days