Career Returners Programme - Senior Customer Experience Lead

Haywards Heath, Home Office (Remote) or Manchester
Up to £40,000 - Depending on experience
Customer & Operations
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We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. 

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.   

Opportunity: 6 month Returnship as part of the Insurance Cross Company 2024 Returner Programme

Start Date: 7th May 2024

Apply by: ASAP, latest 29th February 2024

Are you looking to get back to work after a break of 18 months or more? Interested in a 6-month Career Returners Programme that can help you update your skills, boost your confidence, and kickstart your career?

First Central is delighted to be participating in the Insurance Cross Company 2024 Returner Programme, providing supported routes back to employment for individuals returning to work. Supported by Career Returners (previously Women Returners), First Central are offering a 6 month paid placement starting in May 2024.  Full transition support is provided to help you navigate your way back to employment. Applications are open now and will close on 29th February.   

Your Programme:

  • The programme offers a professionally paid placement of 6 months, from May to November 2024.

  • There will be a strong likelihood of a permanent role at the end of the programme.

  • To support your transition back into the workplace, you will receive an internal mentor and a buddy for your day-to-day questions.

  • You will benefit from Career Returners’ Coaching Programme throughout your time on the programme.

  • As part of the Insurance cross-company programme, you will have a ready-made peer support group of other returners re-entering the Insurance sector.

Your role:

As Senior Customer Experience (CX) Lead, you’ll be our customers’ biggest fan, making their experiences awesome, finding out what bothers them and creating smooth and easy experiences that match our CX goals. You’ll work well with others in the business, and you’ll make things better for our customers at every stage of their journey with us, for everything we offer and do, making sure we’re doing right by them, which is important for improving our customer journey.

Your responsibilities:

  • Act as the Customer Experience lead on enterprise-wide projects to ensure the customer is front and centre when developing and delivering new products, propositions, and services into the organisation. Ensure that these new journeys align with our target customer experience and principles.

  • Working within our customer journey framework, design and document our current and future state journeys, facilitating the ongoing identification of customer pain-points and improvement opportunities.

  • Aligned with Voice of Customer (VoC) and business insight, identify enterprise-wide customer experience improvements that deliver good customer and business outcomes.

  • Develop a deep understanding of customer needs, wants and feelings – and design effortless experiences at all stages of the customer lifecycle.

  • Partner with colleagues and the CX team to ensure these are executed well and with the customer in mind ensuring that we realise and record the benefits of changes being made to the customer experience across the journey

  • Keep a firm grip on customer communication changes related to projects across the business to ensure consistency of brand guidelines, tone of voice and version control

  • Involvement in projects where relevant, coordinating changes to customer communication

Your experience and skills:

  • CX experience (journey mapping, customer focused improvement activity) is required, ideally within the financial services sector (desirable)

  • Experience in enterprise-wide change, desirable but attitude and enthusiasm is key

  • Proactive, driven attitude to deliver change and rapidly overcome obstacles

  • Presenting and pitching ideas, pain-points and recommendations

  • Proactive problem solving

  • Solid understanding of customer experience best practice

  • Analytical

Your belonging:

You belong with us. How do we know? Because we appreciate difference. You're unique, just like us! Here at First Central we not only welcome but actively encourage our colleagues to be authentic at work. After all, it’s their right and it’s our superpower. We put people first. Always. 

So, what’s making our colleagues so happy? It’s simple really. Our policies are designed by people, for people. Our colleagues don’t put their lives on pause when they come into the office (or when they login if they’re hybrid working) and nor should they.

We’re flexible; you mix office and home working; some roles are even remote! We work fluidly around core hours – but it’s your choice if you like to be in the office more, that’s good with us too!

Eligibility Criteria:

  • To apply for this programme, you must have the right to work in the UK. Sponsorship will not be provided. 

  • Your career break must be 18 months or more as of May 2024.  You may have been working on a small-scale basis to fit around your other commitments or have not done any paid work for a minimum 18 month period. 

How to Apply:

  • To apply to the programme, please submit your CV by clicking on the Apply button.

  • Please ensure your career break is clearly highlighted on your CV.

  • If you have any questions on the programme, email

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.

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86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)


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Simply Health Cash Plan

Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe


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Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We’re flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you