Claims Experience Lead

We are seeking a dynamic and experienced Customer Experience Lead to join our Pet Claims team. This role is pivotal in enhancing our customers' journey through the claims process.

The ideal candidate will be responsible for identifying and implementing opportunities to improve the overall customer experience while supporting our broader change agenda in Pet Claims.

The Customer Experience Lead will work closely with various stakeholders to ensure that our claims process is efficient, empathetic, and aligned with our ambition to be a market leading Pet insurer.

Key Responsibilities:

• Customer Experience Strategy: Develop and execute strategies to enhance the customer experience throughout the claims process. Identify pain points and opportunities for improvement based on customer feedback, industry best practices, and performance metrics.
• Process Improvement: Analyse current claims processes and workflows to identify inefficiencies and areas for improvement. Collaborate with internal teams to redesign processes that enhance customer satisfaction and streamline operations.
• Change Management: Support the implementation of change initiatives within the claims department. Work closely with project managers and teams to ensure smooth transitions and effective adoption of new practices and technologies.
• Customer Feedback: Gather and analyse customer feedback through surveys, focus groups, and other channels. Use insights to drive continuous improvement and ensure that customer needs and expectations are consistently met.
• Stakeholder Engagement: Build strong relationships with key stakeholders, including claims handlers, customer service teams, and management. Facilitate workshops and meetings to align on customer experience goals and strategies.
• Training and Development: Support the continual development of training material in Pet Claims, ensuring staff have the skills and knowledge needed to provide exceptional customer service. Promote a customer-centric culture within the department.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer experience. Provide regular updates and recommendations to senior management on progress and areas requiring attention.
• Industry Trends: Stay informed about industry trends and emerging best practices in customer experience and claims management. Apply this knowledge to enhance the department’s practices and maintain a competitive edge.

Qualifications:

• Experience: Proven experience in a customer experience or similar role, preferably within the insurance or financial services industry. Experience in claims management is highly desirable.
• Skills: Strong analytical skills with the ability to interpret data and translate insights into actionable improvements. Excellent communication and interpersonal skills, with a track record of effectively engaging and influencing stakeholders.
• Change Management: Demonstrated experience in managing and supporting change initiatives. Ability to navigate and lead teams through transitions smoothly.
• Customer Focus: Deep understanding of customer needs and a passion for improving the customer journey. Proven ability to empathize with customers and advocate for their needs.
• Tools: Proficiency with CRM systems, data analysis tools, and other relevant software. Familiarity with industry-standard metrics and reporting tools.

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. 

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

#LI-ME1