Working hours: This role is available on a part-time, job-share or full-time basis.
Location: Hybrid with minimum of 2 days in office a week, preferable location Chichester with travel to Farnborough and London monthly.
Closing date for applications: 27th April 2025.
The opportunity:
Zurich Municipal is a leading provider of insurance and risk management solutions for the public and voluntary sectors. Since 1993 we’ve insured charities, voluntary organisations, housing associations, and the education and public sectors, helping our customers better understand and reduce the risks they face.
We’re looking for someone who will be responsible for managing Customer Experience and our Propositions within the Zurich Municipal market. You’ll be confident working on your own initiative and will be responsible for reporting on key customer metrics, managing partner relationships, and working on projects to deliver enhanced customer experiences for both existing and new products. You’ll have excellent organisation skills, a great attention to detail, and an ability to think commercially.
What will you be doing?
In your role, you’ll be:
* Managing relationships with our proposition partners and ensuring delivery of contractual agreements.
* Leading the delivery of contractual requirements with internal and external stakeholders.
* Defining the customer engagement strategy and identifying improvements to customer communication messaging (drafting content where needed).
* Defining and documenting internal and external processes that facilitate the delivery of good customer outcomes.
* Reporting on our customer performance metrics (such as tNPS and rNPS) and identifying opportunities for improvement.
* Producing executive summaries of key customer metrics to report into senior stakeholders and forums.
* Developing and improving new online journey experiences for our customers.
* Making recommendations on how to improve our customer experience.
* Working on projects to help deliver new products or enhancements to existing products.
* Ensuring good product and regulatory governance of new customer-focused initiatives.
* Working with internal marketing teams to ensure customer campaigns and communications are delivered effectively to Zurich Municipal customers.
* Working with procurement teams where necessary to onboard new contracts or renew existing contracts.
What are we looking for?
We’re looking for someone who has the following skills/experience:
* Experience in managing relationships, contracts, and external partners.
* A background in customer journey design, management, and operational execution.
* Ability to report, analyse, and interpret data.
* Experience in working as part of a team and leading on customer elements of large projects.
* Ability to communicate, work with, and influence stakeholders at all levels.
* Excellent verbal and written communication skills, tailoring to audience whether at a customer or Exec level.
* Strong commercial acumen.
* Proactive, innovative, enthusiastic, and forward-thinking.
* Ability to manage own workload and priorities whilst working in a fast-moving environment.
* Naturally creative mindset to help with problem solving and an awareness of brand guidelines.
* Excellent attention to detail, organisation, and time management.
What will you get in return?
Everyone’s different. That’s why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year.
What happens next?
This will be a 2 stage Interview process, preferably face to face. As an inclusive employer, we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview.
Who we are:
At Zurich, we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people, and our planet.
Our Culture:
At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs, or culture.
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