Help Shape the Future of Commercial Insurance

At Broker Insights, we're transforming how brokers and insurers work together through intelligent data, AI and analytics.

Our award-winning platform, Broker Insights Vision™, delivers powerful market intelligence that helps customers make smarter decisions and unlock new opportunities. Following our successful expansion into the US market, we're entering an exciting phase of growth and are looking for a Customer Experience Manager to play a pivotal role in our customer journey.

This is an opportunity for someone who thrives at the intersection of customer success, enablement, content creation, and effective use of data. You'll help customers maximise value from our platform while influencing product innovation and driving long-term growth.

The Opportunity

As Customer Experience Manager, you'll own the customer enablement journey, from onboarding and adoption through to retention and expansion. You'll work closely with customers to understand their goals, deliver impactful training and self-serve resources, and ensure they realise value quickly from our platform.

You'll also act as the voice of the customer internally, providing valuable insights to our Product, Data Science, and Commercial teams to help shape the future of our solutions.

What You'll Be Doing

Customer Onboarding & Enablement

• Lead onboarding programmes that accelerate customer time-to-value.
• Deliver engaging training sessions, workshops, webinars, and customer enablement programmes.
• Create tailored learning experiences for different customer personas and levels of data maturity.

Build a Best-in-Class Self-Serve Learning Experience

• Develop and maintain knowledge bases, tutorials, videos, FAQs, walkthroughs, and on-demand learning resources.
• Create compelling written, visual, and video content that empowers customers to solve problems independently.
• Partner with Product and Marketing teams to embed contextual help and guidance directly within the platform.
• Explore innovative AI-powered enablement solutions, including personalised learning journeys and intelligent support experiences.

Customer Success & Relationship Management

• Build trusted relationships with stakeholders ranging from daily users to executive sponsors.
• Act as a primary point of contact for customer questions, feedback, and escalations.
• Conduct regular business reviews that demonstrate measurable customer value and outcomes.

Drive Adoption, Retention & Growth

• Monitor customer engagement, platform usage, and feature adoption.
• Identify opportunities to increase platform consumption, user adoption, and customer value.
• Collaborate with Sales teams to support expansion opportunities and renewal success.
• Proactively identify and mitigate churn risks.

What We're Looking For

Experience

• Experience in Customer Success, Customer Enablement, Learning & Development, Training, Customer Experience, or a similar customer-facing role.
• Background working with technology, analytics, SaaS, AI, or data-driven products.
• Experience designing and delivering customer training programmes and enablement content.
• Strong stakeholder management skills with the ability to engage both technical and non-technical audiences.

Technical & Data Skills

• Comfortable working with analytics, dashboards, and customer usage data.
• Ability to explain complex AI, machine learning, and data concepts in a simple, engaging way.
• Experience with enablement and content creation tools such as Loom, Camtasia, Notion, Figma, LMS platforms, Pendo, WalkMe, or similar tools.
• Data-literate with a curiosity for uncovering customer insights and opportunities.

Personal Attributes

• Customer-obsessed with a genuine desire to help customers succeed.
• Curious, proactive, and naturally collaborative.
• Excellent written, verbal, facilitation, and presentation skills.
• Strong instructional design and content creation capabilities.
• Analytical, organised, and comfortable working in a fast-paced growth environment.

Why Join Broker Insights?

• Be part of a high-growth technology company at the forefront of AI and data innovation.
• Work with talented teams across Product, Data Science, Customer Intelligence, and Commercial functions.
• Influence the future direction of customer experience and product development.
• Make a measurable impact on customer success and business growth.
• Join a collaborative, ambitious, and inclusive culture where your ideas are valued.
• Base salary of up to £50k dependent upon experience, plus 5% matched employer pension contributions, life insurance, 34 days leave (increasing with service) plus your birthday day off, as well as a range of employee wellbeing benefits.

Our Commitment to Diversity & Inclusion

At Broker Insights, we believe diversity drives innovation. We are committed to creating an inclusive environment where everyone feels valued, respected, and empowered to contribute. We welcome applications from people of all backgrounds and experiences and recognise that diverse perspectives make us stronger as a team.

Ready to Apply?

If you're passionate about customer success, technology, data, and AI, and want to help customers unlock the full value of innovative solutions, we'd love to hear from you.