CUSTOMER EXPERIENCE SPECIALIST

Company:                    Diaspora Insurance Ltd – UK

Department:               Operations / Customer

Reports to:                   Channels Director/ CEO

Location:                      South Africa/Zimbabwe

BUSINESS JUSTIFICATION
Diaspora Insurance operates in a highly competitive and trust-driven market serving UK-based diaspora communities.

Why we need this role now:

1. FCA Consumer Duty: From July 2023, insurers must prove “good customer outcomes”.
2. This role will own compliance, evidence, and reporting to FCA/PRA
3. Retention & Growth: Our renewal rates and referrals are directly tied to service experience. A 5% increase in retention can increase profitability by 25-95%. We need a dedicated owner to drive this.
4. Complaints & Reputation: Insurance is a “grudge purchase”. Poor claims experience and slow service damage brand trust in tight-knit diaspora communities where word-of-mouth is everything.
5. Digital Transformation: Customers expect WhatsApp, self-serve portals, and fast claims updates. We need leadership to redesign journeys and leverage data.
6. Differentiation: Competitors compete on price. We will compete on *empathy, speed, and clarity* for customers sending money home. This role will build that moat.

Expected ROI*: Reduce complaints by 30%, increase NPS by 15 points, improve renewal rates by 8% within 12 months.

ROLE PURPOSE

1. To lead and transform the end-to-end customer journey for Diaspora Insurance customers across the UK and diaspora markets.
2. Own the strategy, culture, and delivery of a customer-centric business that drives higher NPS, lower complaints, and higher retention while meeting FCA Consumer Duty.

KEY RESPONSIBILITIES

Strategy & Leadership

• Develop and own the 3-year Customer Experience Strategy aligned to business plan
• Embed customer-centric culture across Sales, Claims, Underwriting, and Service
• Own CX metrics: NPS, CSAT, CES, Retention, Complaints, First Contact Resolution

Customer Journey & Service Design

• Map and redesign journeys for quote, onboarding, servicing, claims, and renewal
• Address diaspora-specific pain points: cross-border payments, time zones, language, trust
• Run Voice-of-Customer: surveys, interviews, complaints root-cause analysis

Operations & Delivery

• Lead Customer Service team, contact centre, and digital channels
• Ensure compliance with FCA Consumer Duty, DISP complaints rules, ICO GDPR
• Partner with Claims to reduce TAT and improve transparency/communication

Data, Technology & Insights

• Use CRM, telephony, and feedback data to drive weekly improvements
• Work with Product/IT to improve website, app, WhatsApp, and customer portal UX
• Build dashboards for Exco/Board reporting

Governance & Reporting

• Monthly CX report to Exco and quarterly update to Board
• Own complaints MI and remediation plans per FCA requirements
• Manage CX budget, vendors, and outsourcing partners

REQUIRED SKILLS & COMPETENCIES

Technical Skills

1. Customer Journey Design – Journey mapping, service design, UX
2. Insurance Knowledge – Policy admin, claims, underwriting basics
3. Data & Insight – NPS, CSAT, VOC, MI, root cause analysis
4. Regulatory- FCA Consumer Duty, DISP, ICO GDPR
5. Tech – CRM: Salesforce/Zendesk, Reporting tools: PowerBI/Tableau

Leadership Competencies

1. Cultural empathy and understanding of diaspora customer needs
2. Commercial acumen – link CX to revenue and retention
3. Stakeholder management at Board and frontline level
4. Change management and team leadership

REQUIRED EXPERIENCE

1. 8+ years in Customer Experience, Customer Service, or Operations
2. 3+ years* leading teams of 10+ people
3. Insurance or Financial Services experience mandatory. General/Life/Health insurance preferred
4. Proven track record improving NPS and reducing complaints in a regulated environment
5. Experience delivering multi-channel service: phone, email, WhatsApp, chat, self-serve

REQUIRED ACADEMIC QUALIFICATIONS

1. Bachelor’s Degree- Business, Marketing, Psychology, Communications, or related field. 2:1 or above preferred
2. Professional Certifications Preferred:

• CII – Chartered Insurance Institute: Certificate or Diploma
• CCXP – Certified Customer Experience Professional
• CIM – Chartered Institute of Marketing
• Lean Six Sigma Green Belt or above

NICE TO HAVE

1. Experience in diaspora, remittances, or cross-border financial services
2. Multilingual – Shona, Ndebele, French, Portuguese
3. Knowledge of SM&CR and Board governance reporting

12-MONTH SUCCESS MEASURES

1. NPS: +15 points vs baseline
2. Complaints: -30% volume, 100% resolved within FCA timeframes
3. Renewal Rate: +8%
4. Claims Communication Score: >85% CSAT

KEY SKILLS

Customer Experience | Journey Design | Leadership | Data & Insights | Insurance | Compliance | Stakeholder Management

APPLY NOW

Send your CV and brief cover note to:

recruitment@diasporainsurance.com

Help us create simpler, faster and more customer-focused experiences.