Proposition Manager

Markerstudy Commercial

Location:

Hybrid to any Markerstudy office location, including (but not limited to) Portsmouth, Manchester, Peterborough, Sunderland, Stoke, Southport, Tunbridge Wells. We’re looking for a Proposition Manager to join Markerstudy Commercial, playing a key role in shaping and optimising our customer journeys across Commercial and SME lines.

Sitting within Service Delivery and reporting to the Associate Director of Service Delivery, this role is all about owning the end-to-end customer proposition - ensuring our products, journeys and communications are clear, consistent, compliant and genuinely deliver great customer outcomes.

If you enjoy blending customer insight, digital optimisation and operational process design - and want to make a visible impact in a growing commercial insurance business - this could be a great fit.

• Leading the digital product estate across Commercial and SME lines
• Driving web optimisation ideas into development to improve customer outcomes and conversion
• Working closely with Marketing on product and brand proposition opportunities
• Identifying and delivering improvements to customer engagement, both digital and traditional
• Reviewing products against the market to identify growth and improvement opportunities
• Designing, developing and maintaining process flows, customer journeys, telephony scripts and IVRs
• Standardising customer communications and touchpoints across the business
• Proposing process improvements to enhance operational efficiency and customer satisfaction
• Balancing business needs, compliance, Consumer Duty and customer expectations
• Developing and supporting direct reports
• Ensuring full adherence to FCA, regulatory, information security and governance requirements

• Strong experience designing and maintaining customer journeys, process flows and related documentation
• Solid understanding of insurance products and principles
• Experience working with systems such as OGI, Acturis and Six
• Confident stakeholder management skills, including senior stakeholders
• Strong analytical capability with excellent attention to detail
• Clear, confident communicator with strong organisational and time-management skills
• Comfortable working independently and taking ownership

• Qualification in process improvement (Lean, Six Sigma or similar)

• A genuinely influential role with visibility across the business
• The opportunity to shape customer journeys and propositions at scale
• A collaborative culture with strong values around teamwork, accountability and innovation
• A growing commercial insurance business with ambition and pace

If you’re passionate about improving customer experience, shaping propositions and driving meaningful change, we’d love to hear from you.