Customer Insight & Improvement Manager

Co op Group
£50000.0 - £62000.0 per annum + Benefits
09 Oct 2017
08 Nov 2017
Contract Type
Part Time
We are open to considering flexible working patterns including; part time, compressed hours and job share

Co-op Insurance is an award-winning provider of general insurance products in the UK, with around 1.4 million customers coming to us for services including motor, home and pet insurance. We're currently transforming our business, and we're investing in tools and technology that'll help us become market leaders in customer satisfaction. We're looking for a customer insight and improvement manager to join our customer experience team. It's an evolving and ever changing team, one in which you'll be able to shape and design how we deliver our products and services to our customers directly influencing the success of our business. And in return we can offer you the chance to develop your skills and build a career with a business which puts people at the heart of its strategy at a very exciting time.

Joining us as a customer insight and improvement manager you'll lead on and develop the business's approach to customer insight. In doing so you'll directly support the development of the customer strategy, in line with Co-op Insurance's vision as a business. Change is needed and this will be your opportunity to shape the future ways of working whilst positively engaging peers and colleagues on that journey of change too.

What you'll do:

  • Lead on both customer insight reporting and analysis, as well as the customer experience measurement strategy across all channels and journeys
  • Pull together insight for the Co-op Insurance board and senior leadership team
  • Work closely with a wide range of colleagues across the business, building strong and influential relationships
  • Initiate customer research helping shape the customer journey including; conducting surveys, shooting video diaries and interviews with customers
  • Drive change for improvement within customer experience
  • Engage with digital on work around user research
To be successful with us you'll need to be passionate about developing and improving the customer experience through gathering meaningful customer insight. You'll have some previous experience in this area and the confidence to step in and get going from the offset. You don't need to have come from the same industry though, but if you have some experience in consumer services or a contact centre environment previously then that would be great.

We'd love to talk to you if:

  • You've experience in customer insight
  • You can confidently use customer journey tools such as customer maps
  • You're comfortable collecting, using and drawing a story from data to influence organisational priorities
  • You've previously managed relationships with a wide variety of colleagues across the business including those operating at both board and exec level
  • You have some user research experience, although this isn't essential
Why Co-op?

172 years ago a group of pioneers in Rochdale created an idea that changed the world. They believed that when people work together, they're stronger. And that principles are just as important as profits. They were pioneers. And they left us a legacy that's never been more important or relevant than it is today.

We're actively building diverse teams and we welcome applications from all people. But we know that simply having a diverse workforce is not enough. We want to create an inclusive environment, where everyone can contribute their best work and develop to their full potential. We celebrate our differences. And we recognise the importance of our teams reflecting the communities they serve.

We can make adjustments to our interview process according to your needs. And we offer a flexible working environment, enabling our colleagues to adjust their hours to accommodate personal circumstances. You can find out more about all our Co-op people policies at

This job was originally posted as