Customer Insight Manager

Policy Expert – Customer Insight Manager (12 month FTC)

🚀Are you ready to transform the insurance industry?

Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.

Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013. 🏆

At Policy Expert, we’re always looking for ways to be more customer centric. We want customers’ views to shape how we judge our performance, what we build and how we talk to people. As Customer Insight Manager, you’ll run our research programmes from start to finish, designing and running studies yourself on online research platforms, bringing in agencies and third-party partners when a project needs them. You’ll work across Marketing, Customer, and Product and Tech teams, turning what customers tell us into clear recommendations for our brand, communications and journeys.

Your primary areas of responsibility and focus will be:

Customer understanding and Consumer Duty

• Run a regular programme testing customer understanding of our products and communications, such as quotes, renewal invitations and policy information.
• Use surveys, customer feedback, complaints and behavioural data to find where and why customers misunderstand us, and work with the owners to fix it.

Journey testing and optimisation

• Test quote and buy, renewal and servicing journeys using usability, prototype and in-journey testing to find where customers get stuck or drop out.
• Work with our Product and Tech teams to turn customer insight into test ideas, then help design and read A/B tests that improve customer outcomes and performance, such as conversion and retention.

Customer needs and propositions

• Check that the features and benefits of new and redeveloped products are understood and valued by customers.
• Highlight unmet needs, buying triggers and barriers by customer segment, and run fast-turnaround studies on new topics as they come up.

Brand tracking

• Own our agency-run brand health tracker, managing each wave from questionnaire updates through to data quality and reporting.
• Analyse awareness, consideration, brand image and category entry points across home, car and pet, explaining changes by segment, against competitors and against our marketing strategy.

Running the research programme

• Run projects independently, from shaping the brief and choosing the method to scripting and fielding surveys, analysing results and presenting clear recommendations.
• Choose, brief and manage 3^rd parties as required against clear objectives, timelines, costs and quality standards.
• Prioritise research requests, plan the research calendar and keep a library of past findings.

The person we’re looking for is someone who:

• Is passionate about great customer outcomes based on a real understanding of customer needs, attitudes and behaviours.
• Is confident working autonomously, setting priorities and moving projects forward without close direction, and is hands-on enough to build a survey one day and manage an agency project the next.
• Can balance thorough analysis with clear summaries for different audiences and make sensible recommendations for action.
• Works well across functions to engage stakeholders, make progress against a plan and get things done.
• Is energetic and outgoing, and happy to put their hand up to help. In a lean team, enthusiasm and a desire to take on responsibility is essential.
• Has financial services or insurance experience. This would be an advantage but isn’t essential.

To be a great candidate, we’re looking for experience in some or all of these areas:

• Quantitative and qualitative research: collecting and distilling customer and category insights with a wide range of techniques.
• Experience with online research tools such as QuestionPro, UserTesting: designing, scripting and running your own studies, including routing, sampling and quotas.
• Brand tracking: working with an agency to run a reliable ongoing tracker that informs brand strategy.
• Journey and user experience research: usability, prototype and comprehension testing, alongside A/B testing and web analytics.
• Voice of the Customer programmes and ad testing across the creative development process.
• Agency management: writing briefs, commissioning work and quality-checking outputs.
• Statistical analysis, such as significance testing and driver analysis, and knowing when techniques like MaxDiff or conjoint are the right choice.

Benefits:

📍 This role will be based in our London office in a 50/50 Hybrid mode.

💸 We match your pension contributions up to 7%

🏥 Private medical & Dental cover

📚 Learning budget of £1,000 a year + Study leave (with encouragement to use it)

😁 Enhanced maternity & paternity

🚉 Travel season ticket loan

🎟️ Access to a wide selection of London O2 events and use of a Private Lounge

🌈 Employee Wellbeing Programme

What We Stand for and Next Steps “We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment” 

At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.

We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.