Director of Digital Operations and Product

Edenbrook Ltd.; England; Presencial; GBP 150 000 - 210 000; Tempo integral

Resumo da oferta

Edenbrook Ltd. is seeking a Director of Digital Operations and Product to lead the new function driving digital adoption, product leadership, AI-enabled customer experiences, and sustainable growth across the insurance portfolio.

The role focuses on managing a ~70 FTE team spanning digital servicing, product management, and digital strategy, with emphasis on delivering improved customer outcomes and efficiency.

Qualificações

• Proven experience leading digital product and operations at scale, preferably in insurance.
• Experience delivering large-scale digital transformation including migration from offline channels.
• Strong understanding of AI-enabled customer experience and automation opportunities.

Responsabilidades

• 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 offline servicing.
• Oversee digital product strategy across Retail and Broker, creating connected journeys.
• Shape the core digital customer hub and align channels with the contact strategy.
• Establish and lead a community of practice with agile ways of working and continuous delivery.
• Partner with business areas to prioritise digital and AI initiatives to boost productivity.
• Govern performance across key customer journeys using data and insights.
• Empower teams close to trading and pricing decisions while aligning with digital strategy.
• Lead large-scale change with clarity and momentum across a complex matrix.
• Translate priorities into clear roadmaps for growth, retention and service efficiency.
• Drive AI capability adoption to simplify journeys and improve operations.
• Foster a culture of continuous optimisation focused on customer advocacy and sustainable growth.

Conhecimentos

Digital product leadership

Product strategy

Agile leadership

AI adoption

Team leadership

Insurance experience

Ferramentas

AI tools

CRM systems

Descrição da oferta de emprego

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.