Role Title: Customer Experience and Insight Manager

Division: Broker & Client Distribution

Department: Global Customer Experience

Location: London

Type: Permanent

About the Role:

At Liberty Specialty Markets, we understand the value of customer insight. This role of Customer Experience and Insight Manager will have an important and influential voice in the delivery of the Global Customer Experience Strategy, but also in guiding the local markets to make more informed decisions based on the data-driven insight through the development and implementation of relationship and transactional programs, as well as use of third-party data.

Collaborating with a range of teams across LSM, such as Broker & Client Distribution, Underwriting, Claims, Risk Engineering, Operations, the CX and Insight Manager will develop and deliver customer-centric analysis and insights to drive action across LSM and support our ambition of being the trusted insurer of choice for our Clients and Broker Partners.

Key Responsibilities:

End-to-End Research Leadership: Oversee the complete research lifecycle for a range of programs from research design and data collection to analysis, synthesis, and strategic recommendations. You will produce detailed reports and commercial insights to support ad-hoc and strategic decision-making across LSM and wider Liberty business. Hands-on experience with SaaS VoC platforms strongly preferred.
Strategic Customer Advocacy: Partner with LSM business teams to develop global, regional and LoB action plans, ensuring business solutions align with expert market and customer understanding across Broker and Client segments.
Market Intelligence & Competitive Analysis: Track evolving market behaviours, cultural shifts and trends, and competitor updates to position LSM for further growth using primary and secondary data.
Data-Driven Storytelling: Analyse both qualitative and quantitative data (e.g., survey results, user interviews, behavioural metrics) to validate hypotheses and guide strategic decisions. Present insights as compelling narratives that drive action.
Cross-Functional Collaboration: Build scalable systems for customer feedback opportunities, ensuring insights are embedded at every stage of the relationship lifecycle. Help facilitate workshops and knowledge-sharing sessions with key business teams, as well as internal and external stakeholders.

Ensure compliance with all relevant regulatory requirements: Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include the Senior Managers and Certification Regime Conduct Rules, Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing.

Skills and Experience:

Strong track record in research and insight (agency or in-house), with expertise in both quantitative and qualitative methods.
Excellent analytical and critical thinking skills.
Familiarity with digital data collection methods and online analytics tools.
Experience in global or cross-regional market research projects.
Ability to craft clear, evidence-led, and engaging reports.
Experience of managing external research partners, vendors, and suppliers.
Commercial acumen, with the ability to spot opportunities and add value.
Degree or equivalent in a relevant discipline (research, business, marketing, social sciences).
Financial Services or Commercial Insurance experience preferred.

About Liberty Specialty Markets (LSM)

Liberty Specialty Markets is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

Our people are key to our success. That is why “Put People First” is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

Offering a vibrant and inclusive environment and committing to their career development.
Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
A supportive culture, which includes promoting a healthy work-life balance and working flexibly.

For more information, please follow the links below:

https://www.libertyspecialtymarkets.com/gb-en/careers/working-for-us

https://www.libertyspecialtymarkets.com/gb-en/careers/diversity-equity-and-inclusion

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Customer Experience and Insight Manager