Role Purpose
Tilt is an AI-powered digital broker under the Howden umbrella, transforming the way businesses access and manage insurance. Our mission is to provide seamless, self-service, and intelligent digital experiences that redefine what's possible in the commercial insurance space.
As a Senior Commercial Insurance Executive, you will be a key player in shaping our digital-first approach, leading real-time customer engagement through AI-enhanced live chat and phone support while ensuring seamless self-service interactions. Acting as a bridge between leadership and the customer team, you will oversee daily stand-ups, act as a point of escalation, and contribute to operational decision-making to drive excellence in service delivery.
You'll also play a critical role in refining our AI-powered experiences and customer self-service solutions, leveraging customer insights to continuously optimise the experience. This is more than just an insurance role-it's an opportunity to help build the future of AI-driven digital broking within a fast-scaling, Howden-backed startup.
Key Accountabilities
o Handle customer inquiries via live chat and phone
o Handle customer escalations for complex service issues
o First line of support for team members
o Refine AI Chatbot responses and track engagement trends
o Support leadership in operational decision making
o Lead initiatives in improving team performance and customer satisfaction
Skills & Experience
o Experience in commercial insurance with increasing responsibility
o Supporting or mentored small teams within operational or service decisions
o Involved in internal process improvements and customer service strategies
o Strong operational knowledge across commercial product servicings
o Familiarity with FCA compliance
o Knowledge of insurance policy management
o Ability to simplify complex insurance concepts
o Adaptability and agility in a fast paced digital environment
o Self-starter who thrives in an entrepreneurial and agile environment