Head of Customer Experience, Growth & Retention

RSA Insurance

Southside Dublin Dundrum, Co Dublin
Permanent
Full-time

15 days ago

Join 123.ie and make a difference every day.Whether you are just beginning your career or looking to take the next progressive step in your journey, 123.ie is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter.With offices in Belfast, Galway, and Dublin, we have embraced hybrid work empowering our people to work flexibly and to suit their individual needs, which enables them to deliver great service to the customers we look after every day. Our Dublin office is also home to our sister-company RSA Insurance.At RSA and 123.ie we empower our customers to make a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas.As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums.We want you to thrive and grow with us – and we’ll give you all the tools, flexibility and learning opportunities you need to do it.And, if you bring your best, then we promise to give you, our best.Culture and CommunityRSA is a purpose-driven business – our purpose is to ‘help people, businesses, and society prosper in good times, and be resilient in bad times’.We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do.We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.Our stats don’t lie… in our annual engagement survey87% of our people celebrate the diversity in their teams and the wider company90% of our people feel safe to speak up and share if they’ve made a mistake91% of our people feel valued and respected by leadership89% of our people are benefiting and thriving through our hybrid working modelHead of Customer Experience, Growth & RetentionWe’re looking for a strategic and commercially minded leader to drive the development of a next-generation Customer Experience (CX) programme that enhances engagement, retention, and growth in the insurance sector. This is a high-impact role leading three key teams—CX, Customer Retention & Lifecycle, and Change Control—focused on delivering exceptional customer experience and measurable business outcomes.Key Responsibilities:CX Platform Development

Lead the design and delivery of a scalable, data-driven customer experience programme.
Integrate customer insights and feedback to personalise and optimise journeys across all touchpoints.
Collaborate with IT, data, and marketing teams to ensure seamless implementation.

Strategic Vision & Product Roadmap

Define and evolve the customer engagement roadmap aligned with business goals and regulatory requirements.
Champion customer-first thinking across product and service design.
Identify opportunities to enhance retention and increase customer lifetime value.

Marketing ROI & Tactical Execution

Partner with marketing teams to design initiatives that maximise return on spend.
Use data and experimentation to optimise acquisition, upsell, and retention strategies.
Build frameworks for tracking campaign performance and customer metrics.

Team Leadership & Change Management

Lead and develop a team of 9, including 3 direct reports.
Oversee change control processes to ensure smooth delivery of customer-impacting initiatives.
Foster a culture of innovation, accountability, and continuous improvement.

Experiences & Qualifications

5 Year's experience in the insurance or financial services industry, ideally in CX, digital product, or growth-focused roles.
Proven success in building or scaling customer platforms and lifecycle programs.
Strong strategic thinking and ability to translate vision into actionable plans.
Deep understanding of customer data, segmentation, and omnichannel engagement.
Commercial acumen with a track record of improving marketing ROI and customer metrics.
Excellent leadership and stakeholder management skills.

Preferred Qualifications

Experience with CX platforms and CRM systems.
Familiarity with regulatory and compliance considerations in insurance.
Agile delivery experience in a transformation-focused environment.

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.

RSA Insurance

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