# Customer Experience & Communications Manager at Policy Expert

Policy Expert is hiring a Customer Experience & Communications Manager in London, United Kingdom. Level rates it Little AI ●○○○; you can [apply on Policy Expert](https://jobsbylevel.com/go/67ee87dc-ad8e-4a21-8a2b-5d6a4e9c150f?utm_medium=ai-agent).

AI Level 1, AI centrality 35 out of 100. London.

## Details

- Company: [Policy Expert](https://jobsbylevel.com/companies/policy-expert)
- AI level: AI Level 1 (score 35 out of 100)
- Location: London
- Posted: November 13, 2026
- Apply: https://jobsbylevel.com/go/67ee87dc-ad8e-4a21-8a2b-5d6a4e9c150f?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=customer-experience-communications-manager-at-policy-expert-e56235

## Description

Policy Expert – Customer Experience Manager 🚀Are you ready to transform the insurance industry? Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience. Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013. 🏆 Hear from our team about what it's like working at Policy Expert ✨ Reporting to the Customer Experience Lead, you’ll help make our customers’ experiences clearer, easier and more supportive throughout the customer lifecycle. This is a hands-on role with three core areas of focus: investigating customer needs and recommending changes, writing clear customer communications, and delivering improvements to journeys and processes. You’ll use customer feedback, operational insight and performance data to understand where customers experience difficulty. You’ll also personally write and edit communications, turning complex language into clear, accurate information that helps customers understand their cover, make informed decisions and know what to do next. Working across Customer Outcomes, Retail, Technology, Service & Operations and other business functions, you’ll turn findings into practical recommendations and work with the CX Lead and relevant stakeholders to take agreed improvements through to delivery. Your day to day: Investigation, analysis and recommendations Mapping, documenting and reviewing customer journeys across key interactions and touchpoints to identify confusion, friction, gaps and foreseeable harm. Investigating customer complaints, reviews, feedback and performance information to understand the causes of difficulties and identify opportunities to improve customer outcomes. Conducting customer understanding reviews and testing activity to establish what customers understand, where confusion remains and what needs to change. Turning findings into clear recommendations, communicating the evidence, customer impact and proposed actions to the CX Lead, senior leaders and relevant stakeholders. Customer communications and copywriting Personally writing, editing and simplifying customer communications across purchase, service, renewal and claims journeys - including emails, letters, webpages, FAQs and telephone scripts. Turning complex language and processes into clear, easy-to-understand information while preserving accuracy and important detail. Using customer insight and understanding-test findings to rewrite communications and improve their structure, tone and presentation, working with design colleagues where needed. Managing customer-facing product webpages and Help Centre content, ensuring information remains accurate, useful, consistent and aligned to customer needs. Maintaining communication logs and review schedules, coordinating relevant approvals and ensuring communications meet applicable requirements. Delivery of journey and process improvements Managing agreed improvements from recommendation through to implementation, establishing clear actions, owners, dependencies and timescales. Liaising with Retail, Technology, Service & Operations and other stakeholders to agree requirements, resolve issues and keep delivery moving. Coordinating changes across processes, communications and touchpoints so customers receive a consistent experience and relevant teams are prepared. Reviewing improvements after implementation, using feedback, testing and performance information to assess their effectiveness and identify further changes. Across all three areas, you’ll champion fair treatment and positive outcomes for customers, including those with additional support needs. Who are you: Strong, demonstrable copywriting and editing skills, with experience personally turning complex information into clear, accurate and useful

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/customer-experience-communications-manager-at-policy-expert-e56235

Source: https://jobsbylevel.com/jobs/customer-experience-communications-manager-at-policy-expert-e56235

## Cite this page

Level. https://jobsbylevel.com/jobs/customer-experience-communications-manager-at-policy-expert-e56235.

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