Customer Experience Manager
Role Highlights
- London, with hybrid working
- Enhance your career in an exciting and ever-changing environment
The Opportunity
We’re looking for an experienced Customer Experience (CX) professional to lead the Voice of Customer (VOC) programme for QBE’s European Operations division. In this role, you’ll ensure customer feedback is captured, understood, and translated into meaningful improvements across the business.
You’ll own the end-to-end VOC programme, including survey design, insight generation, reporting, and driving actions from customer feedback. Working closely with ExCos, Market Management, Claims, and Underwriting teams, you’ll help embed customer insight into decision-making and continuous improvement.
This role also partners with the Group CX Lead to align with wider CX standards and tools while maintaining a strong focus on EO priorities. It’s suited to someone who combines strong analytical skills with the ability to communicate insights clearly and influence stakeholders to take action.
About QBE
At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.
We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.
What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.
Your new role
- Own and run all EO VOC surveys from start to finish – annual relationship surveys (Top Customer NPS), transactional surveys (Post-claim CSAT), and ad hoc surveys.
- Design surveys that collect useful, decision-grade feedback – including who to survey, what to ask, and how to send it.
- Analyse results to identify what matters most to customers and where to focus improvement – including techniques like significance testing, key driver analysis, target-setting, and trend analysis.
- Deliver clear and easy-to-understand reports that tell senior leaders and the wider EO team what customers said, what it means, and what to do about it.
- Run the closed loop (follow-up) process – when a customer gives feedback, make sure someone owns the response and the customer sees a result.
- Manage the CX governance rhythm for EO – including Customer SteerCos and regular reporting into the Corporate OKR portfolio.
- Work with ExCos, Market Management, Claims, and Underwriting teams across EO to turn customer insight into action – influencing senior leaders even when you don’t have direct authority over them.
- Contribute to Group-wide CX standards, tools, and reporting as part of the broader Group CX function.
- Continuously improve the VOC programme – better questionnaires that meet EO’s informational needs, meeting response volumes for decision-grade insights, and new ways to listen to customers.
About you
Proven experience running a VOC or CX measurement programme end-to-end – you’ve designed surveys, built dashboards, set up governance, and delivered insight that leaders acted on.
- Good analytical skills - confident working with customer data, spotting patterns and root causes, and turning numbers into clear recommendations. Experience with key driver analysis or similar techniques is a plus.
- Excellent communication, you can explain complex findings in simple language and present confidently to senior leaders.
- Stakeholder management and Influence even without authority - a track record of getting senior leaders to act on customer insight even without formal authority over them.
- Experience with Customer Feedback Management (CFM) platforms, such as Medallia, Qualtrics, etc.
- Comfortable in a regulated environment; insurance or financial services experience is preferred but not essential.
- Gets things done; you manage programmes from start to finish, meet deadlines, and get things done without needing to be chased.
Benefits
We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:
As well as the benefits below we also offer an extensive choice of other options to suit you!
- 30 days holiday a year with the option to buy up to 2 additional days.
- Flexible working - balancing work and life is important so our flexible working opportunities are open to all, this can include part-time, job share and compressed hours.
- Pension – you are automatically enrolled into the QBE pension plan, which entitles you to receive employer contributions of 10% of your basic salary.
To learn more about benefits of working with us, click Rewarding our people - QBE European Operations
Awards & Recognition
We value our employee’s experience with us and are proud to have been recognised for the following awards:
Insurance Post British Insurance Awards 2025:
- Winner: Commercial Lines Insurer of the Year, Winner: Reinsurer of the Year - QBE Re, Winner: ESG, Diversity, Equity and Inclusion Initiative of the Year, Winner: Insurance Personality of the Year - Chris Wallace, Executive Director UK insurance
To learn more about our achievements, click here
Apply now and let’s make it happen!
If you’re looking for a career that combines your expertise and your empathy, click Apply today.
Your career. At the heart of it.
Skills:
Business Transformation, Coaching for success, Conflict Resolution, Cost-Benefit Analysis (CBA), Critical Thinking, Financial Products, Influencing, Intentional collaboration, Managing performance, Navigating ambiguity, Presenting with Impact, Research Analysis, Risk Management, Stakeholder Management, Team ManagementHow to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
Skills Required
- Proven experience running a VOC or CX measurement programme end-to-end (survey design, dashboards, governance, insight-to-action).
- Experience with Customer Feedback Management platforms (e.g., Medallia, Qualtrics).
- Strong analytical skills, including techniques such as key driver analysis, significance testing, trend analysis, and target-setting.
- Ability to deliver clear, senior-level reporting and present complex findings in simple language.
- Proven stakeholder management and ability to influence senior leaders without direct authority.
- Experience operating in a regulated environment; insurance or financial services experience preferred.
- Program and project management skills: manage VOC programmes from start to finish and meet deadlines.
- Experience running closed-loop follow-up processes to ensure customer feedback leads to action.
What We Do
QBE Insurance Group is one of the world's top 20 general insurance and reinsurance companies, with operations in all the key insurance markets. QBE is listed on the Australian Securities Exchange and is headquartered in Sydney. We employ more than 11,000 people in 27 countries.
