Head of Customer Experience, Growth & Retention
Posted 9 days 15 hours ago by 123 Money Ltd.
Job Ref: 2724
Location: Dundrum - Dublin 16
Application Deadline: 12-09-2025
Vacancy DescriptionJoin 123.ie and make a difference every day.
Whether you are just beginning your career or looking to take the next step, 123.ie is an organization where you can be yourself, learn, develop, and contribute your ideas.
With offices in Belfast, Galway, and Dublin, we embrace hybrid work, empowering our employees to work flexibly to meet their individual needs, enabling excellent service to our customers. Our Dublin office also hosts our sister company RSA Insurance.
At RSA and 123.ie, we empower our customers and our employees. We are proud of our diverse workforce, representing 32 nationalities, which benefits our diverse customer base through varied perspectives and innovative problem-solving.
As part of the Intact family, with a presence in North America, the UK, and Europe, our business has grown to over $21 billion in annual premiums through organic growth and acquisitions.
We support your growth with tools, flexibility, and learning opportunities, and we expect your best in return.
Culture and CommunityRSA is a purpose-driven business, committed to helping people, businesses, and society prosper and be resilient in challenging times. Our values-Integrity, Respect, Customer-driven, Excellence, and Generosity-guide us in creating an open, honest workplace where every contribution is valued.
Our value of Generosity drives us to help others, protect the environment, and strengthen communities, including efforts to address climate change sustainably.
Our engagement survey highlights our positive workplace culture:
- 87% celebrate diversity in their teams
- 90% feel safe to speak up about mistakes
- 91% feel valued and respected by leadership
- 89% thrive through our hybrid working model
We seek a strategic, commercially-minded leader to develop a next-generation Customer Experience (CX) program that boosts engagement, retention, and growth in the insurance sector. This role oversees three teams-CX, Customer Retention & Lifecycle, and Change Control-focused on delivering exceptional customer experiences and measurable outcomes.
Key Responsibilities CX Platform Development- Lead design and delivery of a scalable, data-driven CX program.
- Utilize customer insights to personalize and optimize journeys across all touchpoints.
- Collaborate with IT, data, and marketing teams for seamless implementation.
- Define and evolve the customer engagement strategy aligned with business goals and regulations.
- Promote customer-first thinking in product and service design.
- Identify opportunities to improve retention and increase customer lifetime value.
- Partner with marketing to maximize return on marketing spend.
- Use data and experimentation to optimize acquisition, upsell, and retention strategies.
- Develop frameworks to track campaign performance and customer metrics.
- Lead and develop a team of 9, including 3 direct reports.
- Oversee change control processes for smooth delivery of initiatives.
- Foster a culture of innovation, accountability, and continuous improvement.
- At least 5 years of experience in insurance or financial services, especially in CX, digital products, or growth roles.
- Proven success in building or scaling customer platforms and lifecycle programs.
- Strong strategic thinking and ability to translate vision into actionable plans.
- Deep understanding of customer data, segmentation, and omnichannel engagement.
- Commercial acumen with a track record of improving marketing ROI and customer metrics.
- Excellent leadership and stakeholder management skills.
- Experience with CX platforms and CRM systems.
- Knowledge of regulatory and compliance considerations in insurance.
- Experience with agile delivery in transformation projects.
RSA Insurance Ireland DAC and affiliates consider applicants based on qualifications without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or other protected statuses.