Customer Experience and Proposition Specialist, Zurich Municipal

Working hours: This role is available on a part-time, job-share or full-time basis.

Location: Hybrid with minimum of 2 days in office a week, preferable location Chichester with travel to Farnborough and London monthly.

Closing date for applications: 27th April 2025.

At Zurich, we are committed to supporting every employee to progress in their careers and therefore encourage internal moves through a transparent posting and selection process. We also ask you to inform your current line manager about your application beyond the first interviews in the spirit of transparency.

The opportunity:

Zurich Municipal is a leading provider of insurance and risk management solutions for the public and voluntary sectors. Since 1993 we’ve insured charities, voluntary organisations, housing associations, and the education and public sectors, helping our customers better understand and reduce the risks they face. We provide insurance for organisations of all sizes across the UK, from insuring a large local authority to small community groups.

We’re looking for someone who will be responsible for managing Customer Experience and our Propositions within the Zurich Municipal market. You’ll be confident working on your own initiative and will be responsible for reporting on key customer metrics, managing partner relationships and working on projects to deliver enhanced customer experiences for both existing and new products. You’ll have excellent organisation skills, a great attention to detail and an ability to think commercially. You’ll work in a fast paced team, working with a wide network of people. Experience in working in the financial services industry will be beneficial.

What will you be doing?

In your role, you’ll be:

1. Managing relationships with our proposition partners and ensuring delivery of contractual agreements.
2. Leading the delivery of contractual requirements with internal and external stakeholders.
3. Defining the customer engagement strategy and identifying improvements to customer communication messaging (drafting content where needed).
4. Defining and documenting internal and external processes that facilitate the delivery of good customer outcomes.
5. Reporting on our customer performance metrics (such as tNPS and rNPS) and identifying opportunities for improvement.
6. Producing executive summaries of key customer metrics to report into senior stakeholders and forums.
7. Developing and improving new online journey experiences for our customers.
8. Making recommendations on how to improve our customer experience.
9. Working on projects to help deliver new products or enhancements to existing products.
10. Ensuring good product and regulatory governance of new customer focused initiatives.
11. Working with internal marketing teams to ensure customer campaigns and communications are delivered effectively to Zurich Municipal customers.
12. Working with procurement teams where necessary to onboard new contracts or renew existing contracts.

What are we looking for?

We’re looking for someone who has the following skills/experience:

1. Experience in managing relationships, contracts and external partners.
2. A background in customer journey design, management and operational execution.
3. Ability to report, analyse and interpret data.
4. Experience in working as part of a team and leading on customer elements of large projects.
5. Ability to communicate, work with and influence stakeholders at all levels.
6. Excellent verbal and written communication skills, tailoring to audience whether at a customer or Exec level.
7. Strong commercial acumen.
8. Proactive, innovative, enthusiastic and forward thinking.
9. Ability to manage own workload and priorities whilst working in a fast-moving environment.
10. Naturally creative mindset to help with problem solving and an awareness of brand guidelines.
11. Excellent attention to detail, organisation and time management.

What will you get in return?

Everyone’s different. That’s why at Zurich, we offer a wide range of employee benefits so our people can choose what fits them and their life. Our benefits provide real flexibility so our people can make considered choices and tailor their benefits throughout the year. Our benefits include 12% defined non-contributory pension scheme, annual company bonus, private medical insurance and the option to buy up to an additional 20 days or sell some of your holiday.

What happens next?

This will be a 2 stage Interview process, preferably face to face. As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet.

With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.