Senior Customer Engagement Manager - Mortgage Insurance

We're partnering with a leading financial services organisation to appoint a Senior Customer Engagement Manager within its specialist mortgage insurance business.

This is a senior client-facing role responsible for managing key banking and lending relationships, driving strategic engagement, and ensuring strong commercial and service outcomes across a portfolio of major financial institution partners.

You will act as the primary point of contact for key customers, building deep, trusted relationships with senior stakeholders and ensuring the organisation's products and services continue to meet evolving partner needs.

Key responsibilities:

• Own and manage relationships across key banking and lending partners
• Develop and execute tailored engagement strategies aligned to customer and business objectives
• Build strong relationships with senior decision-makers and influence key stakeholders
• Translate customer needs into actionable strategies across operational performance, risk, service delivery, and training
• Drive retention, satisfaction and revenue outcomes through structured account planning
• Maintain and analyse account performance metrics and insights
• Represent the voice of the customer in internal planning and strategy forums
• Lead customer workshops, strategic reviews and business alignment sessions
• Manage escalations and ensure timely resolution of operational and service issues
• Monitor market and competitor activity within mortgage insurance and lending sectors
• Collaborate across internal teams to deliver consistent, high-quality customer outcomes
• Support and guide junior members of the engagement team where required

What You'll Bring:

• Strong experience in customer engagement, account management, or relationship management roles
• Background in financial services (banking, insurance, or mortgage-related sectors highly desirable)
• Proven ability to manage complex, senior-level stakeholder relationships
• Strong commercial acumen with a focus on customer value, retention, and growth
• Excellent communication, negotiation, and influencing skills
• Strong analytical capability
• Comfortable operating in complex, regulated and ambiguous environments

Experience required:

• 7-10 years' experience in financial services or related industries
• Proven experience managing strategic client relationships or key accounts
• Bachelor's degree in Business, Finance, or related discipline (or equivalent experience)

This is a senior client-facing role with strong visibility across the business, offering the opportunity to shape customer strategy within a specialist financial services environment.

You'll be working in a high-impact position alongside major institutional partners, with the added benefit of a hybrid working model that provides flexibility.

Contact Nick Largent for further information.