Head of Digital Operations & Product Innovation

Edenbrook Ltd.; England; On-site; GBP 150,000 - 210,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Digital product leadership

Product strategy

Agile leadership

AI adoption

Team leadership

Insurance experience

Tools

AI tools

CRM systems

Job description

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.