Digital CX Manager Fixed Term Contract Dublin/Wexford Hybrid

Job Summary

Zurich Insurance Europe AG, Ireland Branch is looking for a Digital CX Manager to lead, optimise, and own the end to end digital customer journey across Zurich’s Direct & Partnerships channels, ensuring all digital touchpoints are frictionless, intuitive, and drive commercial impact.

This involves overseeing Innoveo Skye, Salesforce Communities (Customer Portal), Zurich.ie, .NET Renewal Journeys, and IVR/Telephony, ensuring they operate cohesively and support Zurich’s goal of accelerating scalable growth in our Direct business.

This role may be available part-time or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time.  Please talk to us at interview about the flexibility you may need.

Your Role

As a Digital CX Manager your main responsibilities will include, but not necessarily be limited to, the following:

Quote Behavior Analysis

• Track quote volumes, sources (aggregators, web, app), and conversion rates.
• Identify drop-off points in the quote journey and recommend UX or pricing fixes.

Purchase Likelihood Modeling

• Develop predictive models for quote-to-bind probability.
• Segment customers by risk, price sensitivity, and propensity to buy.

    
Offer & Discount Impact

• Measure effectiveness of SMS campaigns, discounts, and renewal offers.
• Run A/B tests on pricing incentives and communication strategies.

Underwriting Performance

• Monitor acceptance criteria and underwriting rules for leakage or missed opportunities.
• Recommend adjustments to improve competitiveness without compromising risk appetite.

Retention Propensity
• Build churn prediction models using TNPS, renewal behavior, and price elasticity.
• Suggest targeted retention interventions for high-risk segments.

Performance Reporting
• Create dashboards for quote conversion, retention KPIs, and campaign ROI.
• Provide actionable insights to Pricing, Marketing, and Digital teams.

Your Skills & Experience

• Proven experience in digital product ownership, ideally in insurance or financial services
• Strong understanding of CX principles, accessibility standards, and digital platforms (Innoveo Skye, Salesforce Communities)
• Commercial acumen with experience in proposition development and customer incentives
• Data-driven mindset with experience using TNPS, customer insights, and AI tools e.g. ContentSquare for Digital CX Behaviour Analysis
• End to end ownership of digital journeys (quote, buy, MTA, renewal, service)
• Design & implement digital propositions (discounts, incentives, loyalty)
• Single backlog & defect triage across Website, Skye, .NET renewal and Salesforce Portal
• Customer signposting strategy in docs/emails/IVR; drive self serve
• Accessibility by design (EAA) & CX standards governance
• Measurement & A/B testing: conversion, retention, STP, TNPS

Key Skills & Competencies

• Data Analytics & Modeling: SQL, Python/R, predictive analytics, machine learning.
• Insurance Underwriting Knowledge: Motor and home risk factors, rating logic.
• Digital Marketing Analytics: Campaign attribution, A/B testing, customer journey analysis.
• Commercial Acumen: Ability to balance growth, retention, and profitability.

Additional Information

Primary work location is Dublin/Wexford based but occasional travel may be required to other Zurich locations.

If you value an exciting and varied working environment and meet the above requirements, then our recruiter is looking forward to receiving your application by clicking on the button “Apply online”.

Who we are 

Zurich is one of Ireland's leading insurance companies providing a wide range of general insurance and life insurance products and services. The company employs over 1,000 people across its locations in Dublin and Wexford. 

Zurich is a strong brand – with our 53,000 employees worldwide form the basis of our success, helping our customers in 210 countries and territories to understand and protect themselves from risk. In order to deliver our services, we offer our employees flexible working models and interesting opportunities for further training & development. As a Zurich employee you benefit from a multitude of advantages as well as a strong culture, characterized by acceptance, diversity and team spirit.

 
At Zurich, we foster a culture of diversity and inclusion. Our purpose and values are designed to protect, inspire confidence and help our employees reach their full potential. We value and defend what is right and promote opportunities for equity among our professionals, regardless of gender, disability, LGBTQ +, race, ethnicity, generations, belief, etc. Join Zurich and be part of this culture. Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together!