Claims Propositions and Customer Experience Specialist

We are looking for a curious, commercially minded and customer-focused professional to join our Claims Customer & Propositions Team. You will play a key role in shaping and enhancing the claims experience by turning customer, market and business insight into meaningful improvements that benefit both our customers and our organisation.

This is an exciting opportunity to influence strategic decisions, collaborate with senior stakeholders across Claims, and help strengthen our claims proposition across all lines of business.

This role is based in our Birmingham, Milton Keynes, Guildford, London, Bournemouth, Chelmsford and Leeds office. Please note that this is a hybrid working role.

Pay:
Circa £45,000 per year.

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

• You will carry out customer and market research to generate valuable insight across Claims.
• You will identify trends, root causes, risks and opportunities to improve the customer claims experience.
• You will collaborate with stakeholders across Claims and the wider business to develop meaningful insight about our customer offering.
• You will help build and continuously develop a strong, market-leading claims proposition across all lines of business.
• You will present findings and recommendations confidently to senior stakeholders.
• You will translate complex information into clear, actionable recommendations that drive improvements.
• You will identify and promote claims success stories internally and externally.
• You will lead or support strategic initiatives that enhance the claims proposition, e.g. Systems Thinking activities.
• You will identify opportunities to strengthen how customer feedback is collected, analysed and embedded into decision making.
• You will monitor external insurance market developments, competitor propositions and customer service best practice to identify opportunities for improvement.
• You will champion a customer-centric approach and help ensure the customer voice influences business decisions.

• Proven ability to build effective relationships and communicate confidently with a wide range of stakeholders.
• Strong customer focus with experience of using insight to improve customer outcomes.
• Excellent research, analytical and problem-solving skills.
• Ability to identify trends, draw conclusions and develop practical recommendations from complex information.
• Strong presentation and storytelling skills with the ability to engage senior stakeholders.
• Experience collaborating across multiple teams to influence and deliver change.
• Ability to challenge established processes and promote innovative, customer-focused solutions.
• Experience preparing high-quality reports, presentations and business insight using Word, PowerPoint and Excel.
• Experience planning and facilitating workshops for a variety of audiences.
• Experience delivering change initiatives that have resulted in measurable customer benefit.
• Responsible Artificial Intelligence usage.

• Degree level education or equivalent professional experience.
• CII qualification.
• Experience with in a claims, customer experience, propositions or insight-focused environment.
• Knowledge of customer journey mapping, voice of customer programmes or service improvement methodologies.
• Good understanding of Allianz UK and wider insurance market trends.
• Responsible Artificial Intelligence usage.
• Experience using customer and market insight to support proposition development.
• Understanding of Systems Thinking principles and their application within an operational environment.

We support the government scheme “Access to Work” please feel free to ask us about the access…