Customer Experience & Communications Manager

Responsibilities

The role involves investigating customer needs through data and feedback to map and improve customer journeys and processes. You will also be responsible for writing and editing clear, accurate customer communications across various touchpoints to ensure positive outcomes.

Requirements

The ideal candidate possesses strong copywriting and editing skills with experience in improving customer journeys and services. You should be comfortable working across teams to deliver practical recommendations and have a commitment to championing the customer's perspective.

Skills

• Copywriting
• Editing
• Customer experience management
• Journey mapping
• Data analysis
• Process improvement
• Stakeholder management
• Communication design
• Customer insight
• Problem solving
• Content management
• Regulatory compliance
• Consumer duty
• Vulnerable customer support
• Project delivery

Benefits

• Pension matching up to 7%
• Private medical cover
• Dental cover
• Learning budget of £1,000 a year
• Study leave
• Enhanced maternity leave
• Enhanced paternity leave
• Travel season ticket loan
• Access to London O2 events
• Private lounge access
• Employee wellbeing programme
• Prayer room

About this role

Policy Expert – Customer Experience Manager
🚀Are you ready to transform the insurance industry?
Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.
Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013. 🏆
Hear from our team about what it's like working at Policy Expert ✨
Reporting to the Customer Experience Lead, you’ll help make our customers’ experiences clearer, easier and more supportive throughout the customer lifecycle.
This is a hands-on role with three core areas of focus: investigating customer needs and recommending changes, writing clear customer communications, and delivering improvements to journeys and processes.
You’ll use customer feedback, operational insight and performance data to understand where customers experience difficulty. You’ll also personally write and edit communications, turning complex language into clear, accurate information that helps customers understand their cover, make informed decisions and know what to do next.
Working across Customer Outcomes, Retail, Technology, Service & Operations and other business functions, you’ll turn findings into practical recommendations and work with the CX Lead and relevant stakeholders to take agreed improvements through to delivery.
Your day to day:
Investigation, analysis and recommendations
Mapping, documenting and reviewing customer journeys across key interactions and touchpoints to identify confusion, friction, gaps and foreseeable harm.
Investigating customer complaints, reviews, feedback and performance information to understand the causes of difficulties and identify opportunities to improve customer outcomes.
Conducting customer understanding reviews and testing activity to establish what customers understand, where confusion remains and what needs to change.
Turning findings into clear recommendations, communicating the evidence, customer impact and proposed actions to the CX Lead, senior leaders and relevant stakeholders.
Customer communications and copywriting
Personally writing, editing and simplifying customer communications across purchase, service, renewal and claims journeys - including emails, letters, webpages, FAQs and telephone scripts. Turning complex language and processes into clear, easy-to-understand information while preserving accuracy and important detail.
Using customer insight and understanding-test findings to rewrite communications and improve their structure, tone and presentation, working with design colleagues where needed.
Managing customer-facing product webpages and Help Centre content, ensuring information remains accurate, useful, consistent and aligned to customer needs.
Maintaining communication logs and review schedules, coordinating relevant approvals and ensuring communications meet applicable requirements.
Delivery of journey and process improvements
Managing agreed improvements from recommendation through to implementation, establishing clear actions, owners, dependencies and timescales.
Liaising with Retail, Technology, Service & Operations and other stakeholders to agree requirements, resolve issues and keep delivery moving.
Coordinating changes across processes, communications and touchpoints so customers receive a consistent experience and relevant teams are prepared.
Reviewing improvements after implementation, using feedback, testing and performance information to assess their effectiveness and identify further changes.
Across all three areas, you’ll champion fair treatment and positive outcomes for customers, including those with additional support needs.
Who are you:
Strong, demonstrable copywriting and editing skills, with experience personally turning complex information into clear, accurate and useful communications.
Enjoyment of hands-on writing, investigation and problem-solving, with the ability to move comfortably between these activities.
Experience improving customer journeys, communications or services and working across teams to take changes through to delivery.
An investigative approach, using customer feedback and data to question assumptions, understand problems and develop practical recommendations.
Confidence to champion the customer’s perspective and constructively challenge existing approaches, explaining your reasoning clearly to stakeholders.
Strong organisational skills and attention to detail, with the ability to remain focused, reassess priorities and manage expectations when demands change.
A commitment to making experiences clearer and easier for customers, considering different circumstances and support needs.
You may come from a background in customer communications, customer experience, content design, customer marketing or service improvement. What matters is your ability to combine clear writing with customer insight and practical delivery.
It would be a bonus if you have
Experience in B2C financial services or another regulated service environment.
Experience conducting customer understanding testing.
A good understanding of Consumer Duty principles and the importance of delivering good customer outcomes.
An understanding of vulnerable customer considerations and how these should be reflected in journeys and communications.
Benefits:
📍 This role will be based in our London office in a 50/50 Hybrid mode.
💸 We match your pension contributions up to 7%
🏥 Private medical & Dental cover
📚 Learning budget of £1,000 a year + Study leave (with encouragement to use it)
😁 Enhanced maternity & paternity
🚉 Travel season ticket loan
🎟️ Access to a wide selection of London O2 events and use of a Private Lounge
🌈 Employee Wellbeing Programme
🚪 Prayer room in Office
What We Stand for and Next Steps “We pride ourselves on being an equal o...

About Policy Expert

Insurance · 501-1,000 employees · headquartered in 110 Bishopsgate, London · founded 2010