Head Of Product - Digital Servicing

The Aa; England; Hybrid; GBP 110,000 - 150,000; Full time

Benefits offered by this job

25 days annual leave

Employer pension contributions (up to

Free AA breakdown membership from Day

GP access and wellbeing support

Employee discounts

Job summary

The AA seeks a Head of Product - Digital Servicing to own the vision, direction and priorities for Service Digitisation. You will translate strategic objectives into a clear roadmap and backlog, creating joined-up digital journeys that empower customers to self-serve quickly while reducing avoidable contact.

This senior leadership role requires routing product ownership across multiple squads, partnering with senior stakeholders, and balancing customer value with delivery constraints and

Qualifications

• Significant product leadership experience in a large digital/tech environment.
• Experience leading and developing Product Owners or Managers.
• Strong track record designing digital customer journeys in servicing or high-volume environments.
• Proven ability to influence senior stakeholders and balance commercial value.

Responsibilities

• Own the product vision, strategy, roadmap and prioritised backlog for Service Digitisation.
• Lead multiple squads and develop Product Owners through coaching and performance management.
• Shape end-to-end digital servicing experiences to promote self-service and reduce customer effort.
• Lead products from discovery through delivery, launch and optimisation with measurable benefits.
• Partner with senior stakeholders across Engineering, Architecture, Operations, Test and Delivery.
• Influence investment decisions with clear product thinking and transparent prioritisation.

Skills

Product leadership

Coaching Product Owners

Digital Servicing

Stakeholder management

Roadmap prioritisation

Job description

Job Description

This is the Job

We have an exciting opportunity for a Head of Product - Digital Servicing to join CTO Product, reporting directly to the Product Director, Service & Operations.

You will own the product vision, direction and priorities for Service Digitisation, translating strategic objectives, operational requirements and customer needs into a clear roadmap and prioritised backlog. Your focus will be on creating simple, joined up digital servicing journeys that enable customers to self-serve quickly and confidently, while reducing avoidable contact and improving operational efficiency.

This is a Senior Product leadership role and will best suit someone already operating at Head of Product or equivalent level within a complex digital environment. You will lead multiple Squads within the Lab and develop Product Owners, while working closely with senior stakeholders across Product, Engineering, Architecture, Operations, Test and Delivery. You will be expected to connect customer experience, digital adoption and operational performance, balancing immediate priorities with technical sustainability, governance, risk and commercial value.

Key Responsibilities

• Own the product vision, strategy, roadmap and prioritised backlog for Service Digitisation, with accountability for ensuring investment delivers measurable customer, operational and commercial outcomes
• Lead multiple Squads across the Lab, setting clear product direction and developing Product Owners through coaching, objective setting, performance management and capability building
• Shape the end-to-end digital servicing experience, identifying opportunities to increase self-service, reduce customer effort and lower unnecessary demand into assisted channels
• Lead products and customer journeys from discovery through delivery, launch and optimisation, ensuring benefits are clearly defined, measured and continuously improved
• Partner at senior level across Engineering, Architecture, Operations, Test and Delivery to balance customer value, operational needs, technical sustainability, risk and delivery constraints
• Influence senior stakeholders and investment decisions through clear product thinking, data and transparent prioritisation, while providing visibility of progress, risks, dependencies and trade offs

What Do I Need?

You’ll Bring

• Significant Product leadership experience within a large, complex digital or technology environment, with clear accountability for product direction, prioritisation and delivery across multiple teams or Squads
• Demonstrable experience leading and developing Product Owners or Product Managers, including coaching, objective setting, performance management and capability building
• Strong experience designing and improving digital customer journeys within customer servicing, account management, self-service or other high volume transactional environments
• A strong understanding of customer facing service operations and how digital products can improve customer experience, increase self-service and reduce operational demand
• Clear evidence of using Product and technology to deliver measurable customer and business outcomes, such as increased digital adoption, reduced customer effort, improved retention, reduced contact volumes or lower cost to serve
• Proven ability to influence senior stakeholders, navigate competing priorities and make commercially informed decisions across customer, operational and technical considerations

Nice to Have

• Experience working within a large-scale servicing, contact centre, customer facing or operationally critical environment, with familiarity with measures such as digital adoption, contact volumes, channel shift, customer satisfaction and cost to serve
• Experience across digital account servicing or self-service journeys such as identity and authentication, payments, renewals, policy management or conversational channels
• Experience operating within a regulated environment where product decisions need to balance customer outcomes, operational resilience, risk and compliance

Additional Information

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme

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