Join Intact Insurance and make a difference every day.

Whether you're just beginning your career or looking to take the next progressive step, Intact Insurance Ireland is where you can be yourself, learn and develop, and where your ideas matter.

With offices in Belfast, Galway, and Dublin, we've embraced hybrid work, empowering our people to work flexibly and deliver great service to our customers every day. You may recognise one of our popular brands, 123.ie.

We want you to thrive and grow with us – and we'll give you all the tools, flexibility and learning opportunities you need to do it.

And, if you bring your best, then we promise to give you, our best.

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact Insurance’s commitment to you in exchange for living our Values, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Head of Customer Experience, Growth & Retention

We’re looking for a strategic and commercially minded leader to drive the development of a next-generation Customer Experience (CX) programme that enhances engagement, retention, and growth in the insurance sector. This is a high-impact role leading three key teams—CX, Customer Retention & Lifecycle, and Change Control—focused on delivering exceptional customer experience and measurable business outcomes.

Key Responsibilities:

CX Platform Development

• Lead the design and delivery of a scalable, data-driven customer experience programme.
• Integrate customer insights and feedback to personalise and optimise journeys across all touchpoints.
• Collaborate with IT, data, and marketing teams to ensure seamless implementation.

Strategic Vision & Product Roadmap

• Define and evolve the customer engagement roadmap aligned with business goals and regulatory requirements.
• Champion customer-first thinking across product and service design.
• Identify opportunities to enhance retention and increase customer lifetime value.

Marketing ROI & Tactical Execution

• Partner with marketing teams to design initiatives that maximise return on spend.
• Use data and experimentation to optimise acquisition, upsell, and retention strategies.
• Build frameworks for tracking campaign performance and customer metrics.

Team Leadership & Change Management

• Lead and develop a team of 9, including 3 direct reports.
• Oversee change control processes to ensure smooth delivery of customer-impacting initiatives.
• Foster a culture of innovation, accountability, and continuous improvement.

Experiences & Qualifications

•  5 Years’ experience in the insurance or financial services industry, ideally in CX, digital product, or growth-focused 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.

Preferred Qualifications

• Experience with CX platforms and CRM systems.
• Familiarity with regulatory and compliance considerations in insurance.
• Agile delivery experience in a transformation-focused environment 

Intact Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status