Customer Engagement Manager - Fixed term contract for 6 months

Job Role

The purpose of our Customer Engagement Manager is:

• To be accountable for ensuring the allocated customers are ready to go-live when phase 2 of the Navigate platform launches in 2025.
• To build relationships across the allocated customers and ensure all accountable parties are aware of the Navigate requirements and are working to achieve the target go live date.
• To work across programmes to support customer engagement and readiness.

Key Outputs

• To have planned and proactive engagement with clients, focussing on developing an action plan that will see them successfully transition over to Navigate on time
• Ensuring, validating or checking customer understanding of our messages throughout the project
• To work with customer teams in underwriting, claims, technical, and projects, to identify points of contact across all relevant disciplines and develop great relationships with them all – potentially bringing them together so an end-to-end picture can be drawn and agreed on
• To monitor the client contact and take a lead on supporting them across all disciplines, supported by SMEs across the MIB product and project teams
• To identify issues quickly that could impede their readiness and work with them, and other MIB colleagues to identify and deploy solutions
• To work with the other engagement team members to ensure client action plans are maintained accurately and any reporting correctly reflects customer readiness across the market
• To support the wider Navigate programme where it relates to supporting customer readiness – this might be in developing training materials, or attending workshops or training sessions to help customer prepare for go-live
• To support the development and outputs from customer focus groups and forums in the development of revised data standards across MIB products
• To be responsible for customer involvement in data governance, data management and data standards work and work to benefit the wider industry in improving data quality across MIB products, with a focus on any customers allocated to you
• To champion data quality excellence and be a force for good in transforming MIB products
• May require travel where face to face sessions feel right – includes Gibraltar and N Ireland

Skills and knowledge

• Previous experience managing customer contact – owning a customer challenge and seeing it through to conclusion
• Experience of working with customers across various disciplines – wearing various ‘hats’ to achieve an outcome (technical, projects, claims, underwriting, etc)
• Experience of managing and developing business plans to achieve delivery of targets
• Track record in negotiating effectively to achieve desired results
• Significant planning capability
• Excellent communication skills – chairing and owning conversations with ownership and gravitas
• Self reliant, proactive and able to plan work and drive results without supervision

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.

So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.

Salary circa £50,000 per annum depending on experience

FTC for 6 months

Grade 12

35 hours per week (Monday - Friday)

IT kit supplied to you

£320 (before tax) start up allowance

Hybrid working from our office in Milton Keynes, home, and visiting customer locations.

Other Benefits include:

Contributory Group Stakeholder Personal pension scheme

Life Assurance

Holiday purchase scheme

Sports and Social Club

24/7 Employee Assistance Programme

Free access to online tools to support mental and physical health

1 volunteer day each year and charity matched funding scheme