Director of Digital Operations & Product

We are currently partnering with a market-leading Insurance company, to recruit a Director of Digital Operations and Product. The successful candidate will lead the new Digital Operations & Product function to drive digital, product and AI adoption, improve operational efficiency and deliver better customer experiences and sustainable growth.

Responsibilities include but are not limited to:

• Lead a c.70 FTE Digital Operations and Product function across digital servicing, product management, digital strategy and performance.
• Define and deliver the digital operations and product strategy to increase digital adoption and reduce reliance on offline servicing.
• Oversee digital product strategy across Retail and Broker, creating connected sales, service, retention and cross-sell journeys.
• Shape the core digital customer hub and align email, live chat, bots and self-service channels with the wider contact strategy.
• Establish and lead a community of practice, embedding agile ways of working and continuous delivery across the Customer Function.
• Partner with business areas to prioritise digital and AI initiatives that improve productivity, reduce cost to serve and enhance customer outcomes.
• Govern performance across key customer journeys, using data and insight to identify opportunities for growth and continuous improvement.
• Empower teams closest to trading, continuous improvement, product and pricing decisions while maintaining alignment with the wider digital strategy.
• Lead large-scale change by creating clarity, momentum and engagement across a complex matrix organisation.
• Translate digital, operational and commercial priorities into clear roadmaps supporting growth, retention and service efficiency.
• Drive the adoption of digital and AI capabilities to simplify customer journeys and improve operational effectiveness.
• Build a culture of continuous optimisation focused on customer advocacy, commercial performance and sustainable growth.

The ideal candidate:

• Proven experience leading digital product, digital operations or customer transformation at scale within insurance.
• Strong product leadership capability, including experience building digital capability, shaping product strategy and leading multidisciplinary teams.
• Demonstrable experience delivering large-scale digital change, ideally including migration from assisted or offline channels.
• Strong understanding of AI-enabled customer experience, digital servicing channels, contact strategy and automation opportunities.

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