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Customer Experience Manager (Insurance)

    People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped 30+ million customers get more from their money. And we’re not done yet.

    As we continue our lightning-fast growth, we believe that two things are essential to continuing our success: our people and our culture. So far, we have 6000+ people working around the world, from our great offices or remotely, on our mission. And we’re looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

    About the role

    Our Insurance Team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does 🚀

    We’re looking for a skilled Customer Experience Success Manager to ensure Revolut is listening to customers and improving products and services based on what we hear 📣 Someone to work with teams across the business to provide the experiences and interactions that drive customer excitement. Someone who’ll take the customer experience to the next level and higher 💫

    Up for the challenge? Let’s get in touch👇

    What you’ll be doing

    Owning insurance customer service procedures and ensuring adherence to those procedures by insurance customer service teams
    Overseeing and providing technical support to insurance customer service teams, acting as the insurance product expert
    Ensuring that insurance customer service operations are adherent to our regulatory requirements
    Reporting on key root causes and remediation actions in progress
    Ensuring that all new insurance products are successfully supported by the insurance customer service teams
    Approving insurance customer service processes in line with regulatory requirements
    Approving insurance related customer complaint investigations and outcomes
    Supporting and reporting to the COO Insurance as an advocate for insurance customer service and regulatory adherence

    What you’ll need

    MCC Qualified (APA/CIP)
    5+ years of experience in insurance
    Experience in insurance customer service operations
    Strong knowledge of insurance regulatory requirements
    Fluency in English (C1 level)
    Excellent verbal and written communication skills
    Experience in implementing and managing quality controls and governance
    Experience in designing and implementing new processes and procedures
    Experience influencing internal and external stakeholders to implement your plans
    Great self-organisation and the ability to keep cool when working to tight deadlines

    Compensation range

    Lithuania: €2,600 – €3,100 gross monthly*
    Other locations: Compensation will be discussed during the interview process

    *Final compensation will be determined based on the candidate’s qualifications, skills, and previous experience

    Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We’re not just doing this because it’s the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

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