Head of Customer Strategy and Experience

We are seeking a Head of Customer Strategy and Experience to lead and drive the end-to-end customer strategy, roadmap, experience, and value management across the insurance value chain.

You will collaborate across Group and Markets to drive customer-centric growth, improving persistency and lifetime value, and embed a consistent, high-quality experience across channels and markets.

As a leader, you will manage, coach, and develop a team of high-performing individuals who are strong customer advocates in Group and Markets.

Key responsibilities include:

• Enterprise Customer Strategy & Governance: Lead the execution of the Group Customer strategy, principles, and ambition across Life, Health, and General Insurance businesses.
• End-to-End Value Chain Oversight: Provide enterprise oversight of customer experience across the full insurance value chain.
• Customer Value & Performance Management: Own enterprise targets and reporting for NPS, CSAT, CES, retention, persistency, and churn.
• Data, Insights & Platform Enablement: Sponsor enterprise capabilities for CRM, Voice of Customer, complaints analytics, and CX measurement.
• Enterprise Transformation & Simplification: Sponsor enterprise-wide initiatives to simplify customer journeys and communications.
• Governance, Risk & Compliance: Act as senior owner for customer conduct outcomes at Group level.
• Market Enablement & Influence: Enable markets with clear frameworks, playbooks, tools, and benchmarks.
• Leadership & Stakeholder Management: Lead and develop a high-performing customer management team.

Requirements:

• Bachelor's or master's degree in business or related field.
• 15+ years in insurance, financial services, or customer-led transformation, with senior leadership exposure.
• Proven leadership in executing customer strategy, CX, or customer value management at enterprise level.
• Strong understanding of the insurance value chain, purchasing, servicing, and claims operations.

Knowledge & Technical Skills:

• Experience with CRM platforms, CX analytics, and digital service transformation.
• Customer-obsessed, commercially astute, and data-driven.
• Strategic thinker with hands-on execution bias.
• Influential, resilient, and comfortable leading cross-functional change.
• Strong people developer and culture builder.