Customer Experience Consultant

Role Description

You will work as part of a customer-focused team to support and deliver customer and broker experience strategy and continuous improvement initiatives. This is an exciting opportunity to influence business outcomes, enhance customer journeys, and shape best-in-class experiences across Allianz.

This role is based in our Guilford office. It is a hybrid working role with the expectation to attend the office a minimum of two days per week.

Pay:
Circa £55,000 per year. This is based on your experience, skills and location and is part of our total rewards package.

• You are hungry to drive meaningful change, bringing creativity, curiosity and fresh thinking to challenge the status quo and deliver better outcomes for customers, brokers and the business.
• You lead or support the planning and execution of customer experience initiatives.
• You analyse customer feedback and operational data to identify pain points and opportunities for improvement.
• You use customer insight and market knowledge to inform strategic decisions and improve commercial outcomes.
• You stay up to date with industry trends and CX best practices to continuously enhance the business offering.
• You benchmark current customer experiences and introduce innovative ideas to drive future improvements.
• You contribute to the design of seamless, high-quality customer and broker journeys.
• You represent the customer perspective across cross‑functional projects and strategic initiatives.

• Strong expertise in customer experience principles, frameworks and best practice.
• Deep knowledge of the intermediated UK commercial insurance market, with experience in frontline commercial insurance trading (e.g. in brokerage or insurer).
• Strong analytical skills with the ability to interpret data and drive actionable improvements.
• Excellent organisational and time management skills with the ability to prioritise effectively.
• Strong communication and interpersonal skills, able to influence stakeholders at all levels.
• Ability to balance strategic thinking with attention to detail.
• Understanding of Consumer Duty and conduct requirements within the insurance industry.
• Experience in a customer‑focused role with evidence of driving change through insight.
• Experience working in matrix environments and collaborating across teams.

• ACII qualification or progress towards completion.
• CX qualification or equivalent experience.
• Exposure to customer vulnerability and conduct considerations.
• Responsible Artificial Intelligence usage.

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from – so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including.

• Flexible buy/sell holiday options.
• Hybrid working.
• Annual performance‑related bonus.
• Contributory pension scheme.
• Development days.
• A discount up to 50% on a range of insurance products including car, home and pet.
• Retail discounts.
• Volunteering days.

Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements.

Our aim with this is to help innovation, creativity, and you to thrive – your work life balance is important to us.

At Allianz, we believe in fostering an inclusive workforce and are proud to be an equal opportunity employer. Our commitment to equal opportunities, gender equity, and balanced gender representation is demonstrated by our numerous accreditations: EDGE certified for gender inclusion, Women in Finance Charter members, Disability…