Strategy & Customer Engagement Manager

STRATEGY AND CUSTOMER ENGAGEMENT MANAGER

A leading organisation in the insurance sector is seeking a Strategy and Customer Engagement Manager to drive the evolution of their flagship health and wellness programme. This pivotal role offers you the opportunity to shape customer experiences, develop innovative propositions, and influence business growth through strategic engagement initiatives. You will be at the forefront of integrating customer insights into actionable strategies, collaborating with cross-functional teams, and ensuring that every touchpoint adds value to both customers and distribution partners. With a focus on flexibility, professional development, and a supportive team environment, this position is ideal for someone passionate about making a tangible difference in people’s lives while advancing their own career within a forward-thinking company.

* Play a key role in shaping the future of a renowned health and wellness programme by developing strategies that directly impact customer satisfaction and business performance.
* Enjoy a collaborative work culture that values your input, encourages knowledge sharing, and supports your professional growth through ongoing training opportunities.
* Benefit from flexible working arrangements designed to help you balance your personal commitments with your passion for delivering exceptional results.

What you'll do:

As Strategy and Customer Engagement Manager, you will immerse yourself in every stage of proposition development—from ideation through implementation—ensuring each initiative is rooted in customer insight. Your day-to-day activities will involve researching market trends, analysing programme data, collaborating with internal stakeholders such as marketing, HR, product development, distribution teams, as well as external partners. You will design engaging campaigns that enhance member experience while supporting business objectives. By monitoring key metrics and preparing insightful reports for management committees, you will play an instrumental role in steering the direction of the health programme. Your ability to connect research findings with practical solutions will be essential in creating value-adding propositions that set new standards in customer engagement.

* Develop compelling health and wellness propositions aimed at enhancing the flagship programme, driving member growth, engagement, and overall business value.
* Lead regular reviews of programme performance including pricing analysis and experience studies to identify areas for improvement and ensure financial sustainability.
* Conduct thorough research into emerging trends in health and wellness to introduce innovative solutions that resonate with current and future customers.
* Perform competitor and industry scans to identify opportunities for thought leadership or first-mover advantage within the insurance sector.
* Collaborate closely with proposition leads and product teams to integrate new features or enhancements into existing offerings, ensuring seamless delivery across channels.
* Design and execute campaigns anchored on the health ecosystem to stimulate business growth and positively influence key metrics.
* Undertake customer research and validation exercises to test proposition viability, ensuring alignment with market needs and expectations.
* Align strategies with group and regional counterparts to leverage best practices from other markets, fostering synergy across propositions.
* Craft comprehensive customer and distributor strategies that align with broader company objectives, planning annual refreshes that include new propositions, enhancements, and campaigns.
* Work alongside distribution channels to develop incentives, training materials, and campaigns that drive sales, enrolment, engagement, and awareness.

What you bring:

To excel as Strategy and Customer Engagement Manager, your background should reflect hands-on involvement in crafting innovative solutions tailored to diverse customer needs within complex organisations. Your interpersonal skills will enable you to build strong relationships across departments while maintaining sensitivity towards different perspectives. A deep understanding of how integrated insurance products can be enhanced through thoughtful proposition design is crucial. You should bring not only technical expertise but also empathy for customers’ journeys—translating feedback into meaningful improvements. Your approach should be grounded in collaboration; you thrive when working together towards shared goals. The ability to communicate clearly at all levels ensures your ideas are understood by both technical experts and senior executives alike. Above all else, your dedication to nurturing positive change will inspire those around you.

* Demonstrated experience in developing customer-centric propositions within the insurance or health sector, ideally involving end-to-end project management from concept through launch.
* Strong analytical skills with proven ability to conduct financial reviews such as pricing analysis or experience studies to inform strategic decisions.
* Excellent research capabilities for identifying emerging trends in health & wellness relevant to integrated insurance products.
* Track record of conducting competitor analysis to uncover opportunities for differentiation or thought leadership within a competitive landscape.
* Exceptional collaboration skills enabling effective partnership with cross-functional teams including product development, marketing communications, HR, distribution channels, and external partners.
* Experience designing multi-channel campaigns that drive member engagement while achieving measurable business outcomes.
* Ability to translate customer research into actionable insights that inform proposition development or enhancement initiatives.
* Familiarity with aligning local strategies with group or regional best practices for maximum synergy across markets.
* Competence in preparing detailed reports for executive audiences using clear communication supported by robust data analysis.
* A commitment to continuous learning demonstrated by keeping abreast of industry developments and proactively seeking out training opportunities.

What sets this company apart:

This organisation stands out as a leader committed to transforming lives through holistic health solutions embedded within its insurance offerings. Employees benefit from an inclusive culture where teamwork is celebrated and individual contributions are recognised. The company invests heavily in professional development—offering access to training programmes designed to expand your skillset while supporting your career aspirations. Flexible working arrangements empower you to manage your responsibilities effectively without sacrificing personal wellbeing. The leadership team fosters open communication channels so everyone feels heard; this sense of belonging translates into high employee satisfaction rates. By joining this company, you become part of a mission-driven community dedicated not just to commercial success but also genuine social impact—helping customers lead healthier lives every day.

What's next:

If you are ready to make a meaningful impact on customer experiences while advancing your career within a supportive environment, this is your chance!

Apply today by clicking on the link provided—take the next step towards shaping the future of health-focused insurance solutions.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.