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Customer Strategy Manager
2 months ago
Join 123 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 to make 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 proud member of the Intact family , we’re 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 we’ll 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, and Generosity – 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. We’re 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 don’t 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 they’ve 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
Customer Strategy Manager
Exciting new role to lead our Customer Strategy Team. As the Customer Strategy Manager you will involved leading customer strategy and experience for 123.ie and RSA, reporting to the Head of Growth and Retention.
This role will have one direct report and work with stakeholders across the 123.ie and RSA business. Responsibilities will include representing the voice of the customer and ensuring alignment across the Sales, Operations, Marketing and Digital teams. The person will work closely with the Head of Growth and Retention in designing and implementing strategies that drive customer satisfaction, loyalty, and advocacy.
Key Responsibilities:
Owning, leading and being responsible for key ‘Moment of Truth’ touchpoints across our customer journeys is critical to ensure our business remains focused on maximising our retention performance and delivers true customer lifetime value. Support strategic projects/programmes that deliver innovative advancements across customer journey. Relentlessly and respectively challenge our business status quo, in partnership identify ways to inject speed into processes to ensure value realisation with our customers. Represents the business to internal partners on all item’s customer related – Board, Ex Committees, ET, SLT, People Leaders, UK&I and GCC Monitoring/reporting on consumer trends, identifying how we need to engage, transact, and delight our customers of the future whilst also identifying how we need to be engaging and serving our customers today. 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. Quarterly analysis and reporting of Consumer Risk 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 Ensures our regulatory obligations are maintained and ideally enhanced by operational efficiency being key driver and priority.Requirements:
5 Years experience in leading and delivering customer experience change programmes. Effective communication skills including PowerPoint skills. People management and development Building effective, positive relationships with stakeholders Can identify business themes and linkages and formulate and propose appropriate actions for customer experience improvement. Analytical skills, analysing data to develop insights including Excel skills. Exceptional stakeholder management, influencing and negotiation skills. Ability to lead by example and support the senior leadership team in articulating the Voice of the Customer in a compelling and engaging way.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.
