Head of Customer Strategy & Innovation - Dublin

Fantastic new role to Head up our Customer Strategy & Innovations Team in Dublin.  This position will a key role within the leadership team, the role reports directly to Director of Customers Operations. The Customer Innovation & Strategy function, a strategic function of our Customer Operations Business Unit, leads the ‘Customer’ strategic pillar for the entire business across both B2B & B2C channels, manging out to all high-profile stakeholders & influencers both internally/externally and regulatory/non-regulatory.

The Customer Innovation & Strategy function, a strategic function of our Customer Operations Business Unit, leads the ‘Customer’ strategic pillar for the entire business across both B2B & B2C channels, manging out to all high-profile stakeholders & influencers both internally/externally and regulatory/non-regulatory.  The function in collaboration with internal & external subject matter & technical experts will design, co-deploy and co-execute the agreed customer strategy, which will produce and execute an overarching medium to long-term customer focused strategic mission for the entirety of the RSA Ireland business, including our Northern Ireland Operations.

The function will host both the Customer Experience(CX) & Customer Complaint teams.  Both teams will work in deep partnership with specific business units that impact (enhancing or impeding) the customer journey and life cycle of our customers and will also be actively engaged in all strategic programmes that delivery to the customer mission of our business.  A critical success factor of the CI&S function is to ensure the strategic pillar of ‘Customer’ remains in-focus across the ‘BAU Ops’ & future planning of our business. 

The operational synergy of Customer Experience and Complaints operating as one team under the leadership of our Customer Operations Business Unit ensures we are focused on the future, with our customer at the fore, whilst also putting it right when it goes wrong, delivering the best mutual outcomes for our customer and our business.

At RSA Ireland our history goes way back. We can trace our roots to 1710. We are proud of our past, but we’re all about the future. A proud future powered by profitable growth and strong values. 

Headquartered in London, we have over 12,500 people supporting our 9 million customers, in over 100 countries. We’ve a long-standing reputation in Ireland too and have been providing insurance solutions to the Irish market since 1721. With teams in Dublin, Belfast and Galway we support our customers through our affinity and broker channels and our 123.ie business. 

We are committed to building an inclusive culture of continued development, with our people at the very heart of it. ‘Your Best U’ is our people brand and reflects our desire for everyone to bring the very best version of themselves to work every day and we build our culture on our values of love simplicity, do the right thing, be better every day and boundless ambition. We are a flexible employer and understand the need to balance work and life outside the office. This is a flexible role with the ability to work dynamically.

Key Responsibilities:

• Represents RSA Ireland to external partners across both regulatory and non-regulatory bodies (CBI, FSPO, Industry Representative Bodies, CX & Complaints business partners,) and builds value-add external relationships with Insurtech partners
• Represents the business to internal partners on all items customer – Board, Ex Committees, ET, SLT, People Leaders, UK&I and GCC
• Monitoring/reporting on consumer trends, identifying how we need to engage, transact and delight our customers of the future whilst also identifying how we need to be engaging and serving our customers today
• Owning, leading and being responsible for key ‘Moment of Truth’ touchpoints across our customer journeys is critical to ensure our business remains focused on maximising our retention performance and delivers true customer life-time value
• Responsible for ensuring cross-functional alignment and clarity on our business delivering against strategic customer objectives and priorities.  In short – CI&S own and are responsible for the ‘customer’, irrespective of channel, type, product, lifetime value, tenure etc.
• Being responsible end to end for all customer journeys (online/offline – assisted/non-assisted) it is a critical success factor for the CI&S function to insert into parts of the business where untimely they will be responsible and accountable for the outcomes from a ‘customer’ perspective. 
• Build, maintain & nurture key working relationships via deep business collaboration with our ‘supply & demand’ functions (ie Data, Digital, Sales & Growth, IT, Product & UW, Claims) all of which are top priority to ensure the business remains aligned in delivering to our agreed Customer mission
• CI&S function will lead the evolution and development of both the CX & Complaints teams to ensure outputs and objectives permit the strategic plan to be delivered
• Ensures our regulatory obligations are maintained and ideally enhanced by operational efficiency being key driver and priority
• As part of the COPs Snr Leadership Team work as a thought partner to our COPs Director ensuring the business unit strategy is represented and executed across the business
• COPs Director with overall business unit strategy - this will require preparing data driven presentations and possibly financial models where deemed appropriate in support of strategic investment programmes/initiatives
• Facilitate and lead meetings with senior stakeholders to drive decisions
• Lead the execution of customer strategies across the business ensuring actionable buy-in across respective business units
• Be the business leader that owns our customer relationship - leveraging the full power of CRM infrastructure
• Contribute to revenue/financial, marketing and product planning processes
• Lead as the customer focused innovative problem solver and the digital champion, who will advise the business on new solutions based on customer road mapping and long-term strategic goals
• Lead and develop a team of customer leaders across both the CX & Complaints team
• Lead & support strategic projects/programmes that deliver innovative advancements across customer journeys
• Prior people management experience
• Exceptional stakeholder mgt, influencing & negotiation skills
• Ability to lead by example and support the team in articulating the Voice of the Customer in a compelling, engaging manor
• Financial and Strategy modelling experience and proficiency with complete MS Office suite
• PMO experience required - having led and delivered programmes of transformation and change, reporting up to Board & Group C-suite level

Requirements:

• Master/Degree in Business or Insurance
• 5 Year’s plus experiences with leadership position
• Strong track record of Customer Innovations Strategy
• Self-drive and best in class execution and delivery
• Vision, decision making ability and critical thinking skills, prioritizing initiatives in a dynamic environment
• Making things better everyday

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.