We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!
Are you an experienced insurance professional with a background in commercial or pricing roles? Do you combine strong technical knowledge of insurance products and processes with the ability to turn complex data into clear, actionable insights? Then this could be the opportunity for you!
We’re looking for a Persistency Performance Manager to join our Retail Pricing team in either Salford Quays, Manchester, Haywards Heath, West Sussex or working remotely.
In this role you’ll play a pivotal role in shaping our customer retention strategy, driving performance across renewal KPIs, and influencing cross-functional initiatives to improve persistency outcomes.
Core skills we’re looking for to succeed in the role:
- Insurance industry experience in a commercial or pricing related role
- Technical knowledge of insurance processes and products
- Ability to turn large sets of disparate data into actionable insights
- Highly numerate and analytical way of thinking, with a strong background in Data Analysis / Commercial Impact
- Ability to work collaboratively and manage multiple initiatives across different areas of the business (Product, Change, Finance, Digital, Operations)
What’s involved:
- Own all Persistency KPIs, working closely with the business to understand performance and exploit risks and opportunities
- Be able to clearly articulate the key drivers of renewal performance and disseminate this to the business in particular senior stakeholders
- Support creation and lead execution of the customer persistency strategy
- Lead tactical commercial initiatives across functional teams to deliver new capability or improvements in persistency performance
- Work closely with finance to support Persistency forecasting, budget and retrospective analysis processes. Ensuring all Persistency KPIs are appropriately defined
- Drive the retention change agenda by leading the development of new strategies and initiatives from concept through to deployment
- Access and analyse often large amounts of information, data and market intelligence from multiple sources to create insight to optimise trading activities and generate new tactical and strategic initiatives
- Work with the business to ensure all Persistency KPIs are effectively managed with the ability to hold other business functions accountable for delivery where appropriate
- Put in place appropriate engagement with cross functional teams to support the delivery of group wide business objectives
- Give commercial support to strategic projects to ensure appropriate commercial and customer outcomes are achieved
Experience
- Experience of working within a highly regulated environment
- Understanding of the insurance/financial services industry, its products and key regulations
- Strong stakeholder management experience within a fast paced, matrixed environment
- Proven team leadership, experience in building, motivating and inspiring high-performance teams
- Ability to flex leadership style in order to engage and influence a wide range of stakeholders
- Exposure to insurance business functions – pricing, digital, finance, operations, underwriting
- Exposure to senior management level and above in a customer-focused business
Skills
- Highly numerate and analytical. Ability to solve problems and distil complex information into clear insight and recommendations
- Ability to influence senior stakeholders and external suppliers
- Highly motivated self-starter
- Ability to take quick confident decisions at a strategic level to move things forward
- Structured thinking to find solutions to complex problems and the ability to adopt a pragmatic way forward
- Strong leadership skills - ability to lead teams and champion the customer persistency agenda (a key focus for the business)
- Confidence in prioritising and balancing competing work streams
- Excellent communication & presentation skills, both verbal and written
- Good time management and organisation skills
- Attention to detail
- Entrepreneurial mind-set with the ability to spot opportunities
- Strong organisational & planning skills
Knowledge
- Ideally an excellent understanding of retail insurance products, the insurance industry and the different distribution channels.
- Subscription-based businesses in other sectors will be considered.
Behaviours
- Professional, confident and personable
- Commercially focused with a strong customer ethic
- A flexible approach and positive attitude
- An agile approach to project management and the ability to react rapidly to changes in business priorities to take advantage of emerging opportunities
- Able to work independently or collaboratively as part of a team
- Able to manage internal and external stakeholders
- Strives to drive business improvements to contribute to the success of the business
- Self-motivated, enthusiastic, targets driven, and results focused
- Analytical by nature with an aptitude for data-based decision making
- A determined attitude to deliver change and rapidly overcome obstacles.
So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.
We pride ourselves on being a great place to work. Check out our Glassdoor page to see what our colleagues think about working here.
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
