Customer Experience Manager
9 hours ago
Join RSA and make a difference every day. Whether you are just beginning your career or looking to take the next progressive step in your journey, RSA Insurance Ireland is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter. With offices in Belfast, Galway, and Dublin, we have embraced hybrid work empowering our people to work flexibly and to suit their individual needs, which enables them to deliver great service to the customers we look after every day. Our Dublin office is also home to our sister-company 123.ie. At RSA and 123.ie we empower our customers tomake a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas. As a proud member of the Intact family, were part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums. We want you to thrive and grow with us and well give you all the tools, flexibility and learning opportunities you need to do it. And, if you bring your best, then we promise to give you, our best. Culture and Community RSA is a purpose-driven business our purpose is to help people, businesses, and society prosper in good times, and be resilient in bad times. We do that by living our values Integrity,Respect,Customer-driven,Excellence, andGenerosity in everything that we do. We provide an open and honest workplace where everybody contributes, and every view is listened-to and respected. Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. Were also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner. Our stats dont lie in our annual engagement survey 87% of our people celebrate the diversity in their teams and the wider company 90% of our people feel safe to speak up and share if theyve made a mistake 91% of our people feel valued and respected by leadership 89% of our people are benefiting and thriving through our hybrid working model So if you want to make a difference every day, wed love to have you. Customer Experience Manager Dublin/Galway Temporary contract Excellent new role within our Customer Strategy & Innovation Team. This a unique position involved in being a key member of the Customer Experience team, reporting to the Customer Strategy Manager. As the Customer Experience Manager, you will be responsible for managing the Voice of the Customer Programme for the entire business spanning 123, RSA and Claims. You will also support measurement and monitoring of consumer risk and supporting initiatives to improve the customer experience culture across the organisation. The role will be varied allowing use of analysis, communication and stakeholder management skills. Key Responsibilities: Managing the Voice of the Customer (VoC) Programme across Claims, RSA and 123 Analysis of data to understand insights to help improve Customer Experience (CX) across the business Managing the business advocates partners across the business Working closely with various functions to review insights to drive CX improvement initiatives Present VoC results to the business Regular communication of CX initiatives across the organisation (CX updates, customer compliments, consumer risk updates, etc) Customer Journey Mapping working with business areas to develop customer journey maps to help identify areas for improvement in customer experience Supporting Consumer Risk and Customer policy Supporting customer culture improvement initiatives Managing action logs across the multiple CX initiatives Gaining external insights in relation to Customer Experience approaches across the insurance and other industries Improvements in NPS, CES and CSAT measurements Consistency, completeness and accuracy of analysis, reporting and communication Management and closure of actions Colleague and internal customer feedback Carry out and report on control validation of the customer policy Requirements: 3 Years experience in leading and delivering customer experience Building effective, positive relationships with stakeholders Customer Journey Mapping Research & Intelligence Gathering PowerPoint skills Excel skills Analysis experience Communication experience Creative mindset Regulatory Requirements: If this role is defined as a "controlled function" by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act. RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status Skills: Customer Mapping Customer Service Benefits: Bonus & Benefits
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