A brief update on Covid-19 (coronavirus)Simply Business is well prepared to deal with unprecedented events. We’re an agile business by nature and our hiring and interview process is no exception. Due to the Covid-19 pandemic, some parts of our hiring process may take a little longer than usual. Please bear with us, and rest assured that we're happy to hear from you and receive your application.
If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom you’ll need WiFi and a laptop, or a 4G-enabled smartphone.
Technology. Award-winning customer service. Bleeding-edge data ability. Simply Business is a new type of insurance company, using all of the above to create the best possible insurance experience for small businesses and self-employed people. We love working here, and have even taken the number one spot in the Sunday Times Best Company To Work For 2015 and 16 lists; we’ve stopped entering now to focus on a few bigger projects, but you get the idea.
It’s a great place to work.
There are currently over 500,000 active Simply Business insurance policies in the UK alone. And we have offices in London, Northampton and Boston, USA. Talking of offices, ours are bright, airy and geared up for really smart working. We’re flexible, with plenty of remote workers coming in and out, and we believe work and life should be hand in hand, rather than a juggling act. So no need to worry about school pick-ups, or a horrible commute.
Our people are our most important asset, so we focus on building a working life that helps us thrive, not stick. We're proud of our inclusive and supportive culture, and we're passionate about creating an environment where everyone's cultural backgrounds, skills, and perspectives are valued. Join us and you’ll be part of our journey to creating something even better, for our customers and ourselves.
Brexit Statement: Following the UK's exit from the European Union, there are changes to Legal Right to Work legislation that applicants from the EU will need to be aware of.
Before 30th June 2021, EU/EEA/Swiss citizens have a legal right to work in the UK and can provide a passport as evidence of this. No visa will be required.
From 30th June 2021, EU citizens will be required to provide evidence of settled or pre-settled status in the UK as evidence of right to work. Without this, EU citizens will require a visa to work in the UK.
We need a Customer and Behavioural Insight Lead to join the CX team.The Customer and Behavioural Insight discipline is part of the Customer Experience team. The team that defines how our customers, insurers and agents/consultants interact with Simply Business’s products and services end to end.
The Customer and Behavioural Insight team will be a new team at Simply Business, unifying our customer insight and behavioural insight disciplines. The ambition for this newly-formed team is to move from having a tactical impact on the business to a more strategic influence.As a Customer and Behavioural Insight Lead you’ll:
- establish and deliver a global strategy for how we use customer and behavioural insights to drive improvements to our customer experience as well as influencing future product development and partnership strategy
- work with stakeholders in both UK and US teams to ensure the customer, and latest scientific evidence, is represented in every business decision
Responsibilities include:
- shaping the customer and behavioural insights strategy for the organisation to continuously improve our understanding of the UK and US small business insurance customer and micro business markets
- collaborating with Digital Product, Insurance Product, Marketing and Partnerships teams to understand their objectives and inform their strategies through insight delivery
- leading the expansion of a global Voice of Customer strategy
- working with leadership in our User Research and Data team to create a business-wide understanding of our customers’ needs and their behaviours
- identifying opportunities to design and carry out Randomised Controlled Trials (RCTs) that will seek to measure the behavioural impact of potential interventions
- recruiting and managing a high performing team, supporting team members personal growth
- managing the team budget and research vendor/agency relationships
- providing market context and expertise to the business, leveraging external sources and our relationship with Travellers
What we're looking for:
- extensive experience in customer insight, behavioural insight or similar roles
- a management approach that coaches and mentors team members to ensure individuals continuously learn and develop
- experience conducting qualitative and/or quantitative research, with a robust knowledge of evaluation methods and tools
- strong organisatio