About Qover:

We are Qover, a leading insurtech scale-up that has raised $70 million.With an international team of 120+ colleagues based in Brussels, we help companies orchestrate digital embedded insurance experiences – creating meaningful connections with their community and enabling their success.

Since Qover was founded in 2016, our co-founders had a clear vision of the future of insurance: it must be simple, transparent, and accessible across borders – a global safety net.

To that end, our platform covers millions of users across 32 European countries and works with longstanding partners like Revolut, Deliveroo, NIO, Canyon, Monzo, Cowboy and many others.

• Visit our website for more about what we do!
  
  
  

Overview

About the role

Qover’s Customer Organisation owns end customer relationships for both: (a) customer service; and (b) claims handling activities.

The Customer Experience Team within the Customer Organisation at Qover is responsible for optimising Qover’s customer experience, a solution accessible to millions of customers today. Delivering a market leading experience requires harmony between a series of elements including customer experience, operational excellence and people leadership.

Your focus will be on process improvement, quality assurance, performance management, key program and project delivery, relevant third party tooling and leading a team designed to maximise the impact Qover delivers to customers.

Purpose

In this role, you will help Qover transform its customer service and claims handling operations into the market standard, delighting our partners’ customers in the process. You will take inspiration from far and wide to help Qover build operations that: (i) are as modular as its technology platform; (b) lean heavily on new technologies such as AI to enhance customer experience and; (c) never lose sight of service quality in the pursuit of greater efficiency.

Main tasks and responsibilities

The Customer Experience Transformation Lead will have the following tasks and responsibilities:

• Identifying the biggest drivers to end customer and business partner success which Qover can influence across customer satisfaction, revenue improvement and cost reduction topics
• Building an annual plan for the Performance Team to deliver on the above topics, identifying key initiatives and milestones to support improved partner and end customer outcomes and tracking goal specific Key Performance Indicators (KPIs)
• Training, coaching and developing members of the Performance Team, overseeing day-to-day team operations and people management tasks and role modelling Qover’s values to the wider company
• Reviewing best practices for customer-facing operations in the insurance and technology sectors and beyond to ensure Qover is at the leading edge of the insurtech industry, indexing on delivering high quality customer outcomes at speed through automation or emerging technologies
• Establishing and monitoring appropriate KPIs and related targets to track Customer Organisation and Customer Experience team progress, analysing performance data to identify trends, positives and development areas, taking corrective measures as appropriate
• Working closely with colleagues in other Qover functions - notably the Revenue, Insurance, Product and AI organisations - to support better outcomes and ensure internal alignment
• Implementing and improving Qover’s tooling, processes, quality standards and feedback loops over time, demonstrating achievement by way of productivity improvement, revenue enhancement, cost reduction and/or customer experience gains
• Leading cross functional business optimisation projects or programs, working closely with internal and external stakeholders to ensure objectives hit the scope requirements, are delivered on time and to the right standard
• Managing upwards to the Chief Customer Officer and Qover’s Management Team to effectively communicate wins, activity, risks, issues and dependencies
  
  
  

Your profile

The successful candidate will have the following experience and characteristics:

• 5+ years of experience in a fast-paced environment, ideally management consulting or a technology startup
• Team leadership experience of 2+ years
• Organised, structured and data driven
• Strong communication skills, both written and oral. Able to build compelling presentations to reach approval on relevant topics
• Excellent program and project management skills, with the ability to lead multiple complex initiatives from start to (successful) finish
• Commercial savvy: an appreciation as to the commercial incentives for all relevant stakeholders and the drivers for each to take a certain position
• Goal oriented: action-focused to achieve results by influencing others, adapting ways of working to best meet the needs of the team
• Analytical: strong mind for numbers and an ability to self-serve when crunching the data to get underneath the skin of an issue
• Business case oriented: comfortable generating return on investment calculations for specific courses of action
• Thrives in high pressure situations and ambiguous environments; happy to make decisions based on the greater good of Qover and our key stakeholders
• Leadership: excellent interpersonal skills and a desire to raise the bar of your team and those with whom you interact
• Ability to travel internationally as needed
• Ideally: proficiency in project management and customer experience tools (Jira, Zendesk, etc)
  
  
  

By joining our dynamic and ambitious team, we offer:

• A flexible work environment: up to three days remote per week and the ability to work from anywhere one month per year
• 28 days off (8 extra days on top of the 20 legal days)
• A nice working space in a great location in Brussels: Qover-dedicated space at WeWork (Rue du Commerce 31) with a large terrace to enjoy team events
• A positive company culture that values teamwork and taking initiative but also having fun, with regular social events
• A collaborative and communal environment where everyone is welcomed, valued and accepted regardless of their nationality, gender, age, sexual orientation, disability, philosophical or political views, etc
• The chance to work among entrepreneurial people, giving you the opportunity to learn and have a real impact at one of Europe’s fastest-growing insurtechs