Senior Manager handling integrated business planning at Lovehoney Group. Leading demand forecasting and collaborating with cross - functional teams for optimal inventory management.
About the role
- Digital CX Manager overseeing end to end digital customer journey at Zurich Insurance. Optimizing digital touchpoints across Direct & Partnerships channels to drive commercial impact.
Responsibilities
- Track quote volumes, sources (aggregators, web, app), and conversion rates.
- Identify drop-off points in the quote journey and recommend UX or pricing fixes.
- Develop predictive models for quote-to-bind probability.
- Segment customers by risk, price sensitivity, and propensity to buy.
- Measure effectiveness of SMS campaigns, discounts, and renewal offers.
- Run A/B tests on pricing incentives and communication strategies.
- Monitor acceptance criteria and underwriting rules for leakage or missed opportunities.
- Recommend adjustments to improve competitiveness without compromising risk appetite.
- Build churn prediction models using TNPS, renewal behavior, and price elasticity.
- Suggest targeted retention interventions for high-risk segments.
- Create dashboards for quote conversion, retention KPIs, and campaign ROI.
- Provide actionable insights to Pricing, Marketing, and Digital teams.
Requirements
- Proven experience in digital product ownership, ideally in insurance or financial services
- Strong understanding of CX principles, accessibility standards, and digital platforms (Innoveo Skye, Salesforce Communities)
- Commercial acumen with experience in proposition development and customer incentives
- Data-driven mindset with experience using TNPS, customer insights, and AI tools e.g. ContentSquare for Digital CX Behaviour Analysis
- End to end ownership of digital journeys (quote, buy, MTA, renewal, service)
- Design & implement digital propositions (discounts, incentives, loyalty)
- Single backlog & defect triage across Website, Skye, .NET renewal and Salesforce Portal
- Customer signposting strategy in docs/emails/IVR; drive self serve
- Accessibility by design (EAA) & CX standards governance
- Measurement & A/B testing: conversion, retention, STP, TNPS
Benefits
- flexible working models
- opportunities for further training & development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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