Who we are We are not your average insurance company; in fact, we strive to be different. You will not find strict dress codes, jargon-filled documents, or unrealistic targets here. What you will find is a welcoming culture, a clear vision and teams of passionate people doing their best for our customers. LV GI is a large, multi-award-winning general insurance company, with nearly 7 million customers and aspirations for future growth. Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK. Role Description LVGI have a new opportunity for a Head of Customer Experience As Head of Customer Experience, you’ll be responsible for driving the customer experience strategy to enhance customer relationships and the value of our interactions. You will connect the organisation via collective customer outcomes, integrate customer centricity across departments and align business strategies and customer needs. Utilising data and consumer insights you will inform decision making and awareness from board to frontline. This role champions a customer centric and data driven mindset, ensuring regulatory compliance and promoting positive change and connection between employee and customer experiences. Key Accountabilities: Strategy Responsible for creating, managing and executing the customer experience strategy of AZP. To enhance satisfaction and valuable interactions with customers and consumers. Drive the organisation to work together for optimum customer experience delivery. Integrate customer centricity across departments. Aligning business strategies and customer needs. Ensure all teams contribute to our collective customer experience. Accountabilities for supporting AZP Leadership team decision making and providing awareness on customer, via expert opinion and data assets. Data Utilisation of enterprise data assets to create a 360 view of customers across operational, external, customer feedback and complaints sources. Identification of value opportunities and failure demand, to optimise the customer experience in a cost-effective manner. Acquisition and generation of new data to enhance data driven decision making for the customer experience. Reporting Ensure data driven decision making at all levels and inspire each contribution. Responsibility for writing board and executive level reporting for Customer Experience supporting key committees like Customer Conduct Committee, Risk and Conduct committee and Consumer Duty implementation and outcomes. Integrating in-reporting action tracking to measure and monitor business change, facilitating a feedback loop to improve the customer experience. Develop and implement solutions to drive actions to positively improve customer experiences (closing the loop). Insight Generate a holistic view of our customers, conduct and culture, across journeys, services and products. Taking responsibility for the overarching storytelling to ensure a clear and cohesive understanding of the customer experience across our business. Deliver insights across AZP to inspire and provoke positive change and opportunity. Change Bring the customer perspective to our key decision making and change activity to ensure our transformation programme delivers data excellence and customer value. Measuring success of customer change activity. Operationalise insights, bring together cross functional teams to deliver customer experience initiatives and journey enhancements (lifetime value, churn, calls, complaints, lifecycles, cross sell etc) Ensuring optimal customer experiences across our organisation (retail, claims, broker), both on and offline, to lead end user experience. Culture Inspire our customer at the heart culture, via ongoing communications, recognition solutions, and supporting growth in customer centric, data driven capabilities across our organisation. Connect our employee and customer experiences and deliver insights to improve outcomes. Ensure all functional members have visibility of the end to end journey, and insight to influence their contribution. Regulatory Provide a view of customer outcomes and support regulatory oversight of customer performance and activity within AZP. Diversity & Inclusion At LV GI, we value diversity and inclusion and back this up with our accreditations. LVGI is EDGE certified for gender inclusion, members of the Women in Finance Charter, members of the Stonewall Diversity Champion programme, signatories of Business in the Community’s Race at Work Charter, and an Armed Forces Covenant gold standard employer. We have a range of employee networks focusing on gender inclusion, cultural diversity, LGBTQIA, disability and long term health conditions (including neurodiversity), intergenerational and life stages, parents and carers, mental wellbeing, menopause support and armed forces and veterans, all supporting you to bring your best and authentic self to work. What we can offer you This role is an Allianz Executive Cluster in the LV Structure. Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider LVGI Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including: 30 days' holiday A competitive pension for which LV will pay twice the amount you pay, up to 14% An annual bonus scheme based on company and personal performance A flexible benefits package (e.g. discounted retail vouchers, great value dental insurance) ElectriX EV salary sacrifice scheme A generous 25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance. Our Ways of Working Do you need some flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. We are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us. Our Purpose and Values We secure your future Be Brave | With Heart | Everyone Counts | Inspiring Trust Our purpose and values are more than just words on a website - they are the why and how of LV GI. They influence everything we do and guide us how to do it. Created by our people, for our people, they shape our culture, bring us together, and inspire us to be the best. Building an inclusive culture for us all to succeed.