Senior Product Owner – Claims

Gerrard White Consulting; United Kingdom; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Health care cash plan

Private medical insurance

25 days annual leave + bank holidays

Life Assurance 4x annual salary

Job summary

Gerrard White Consulting Limited in the United Kingdom (Hybrid) is seeking a Senior Product Owner for Claims to shape the claims experience. You will own the product vision, roadmap, and backlog, collaborating across Claims Operations, Technology, Data, Customer Experience, Risk, and Compliance to deliver measurable business outcomes.

You will balance quick operational improvements with longer-term transformation, focusing on customer outcomes, process simplification, and automated solutions to

Qualifications

• Experience in general insurance, claims or regulated financial services.
• Understanding of claims journeys and operating models.
• Familiarity with digital products, workflow systems, automation, analytics, or AI-enabled solutions.
• Proficient in Agile product management, backlog management, and iterative delivery.
• Ability to use operational MI and performance data to drive decisions.
• Experience with business case development and benefits realisation.
• Knowledge of insurance regulation and risk management requirements.

Responsibilities

• Define and communicate the Claims product vision, strategy, and roadmap.
• Translate strategic goals into clear objectives and delivery plans.
• Manage and prioritise the product backlog with high-value initiatives.
• Define requirements, user stories, and acceptance criteria for delivery teams.
• Collaborate with technology, data, and operations to deliver effective solutions.
• Monitor implementation and adoption to realise benefits within budgets.

Skills

Agile PM

Backlog management

Stakeholder management

Customer insights

Data-driven decisions

Job description

Senior Product Owner – Claims

Location: UK (Hybrid)

Claims is one of the most important moments in the customer journey. This role is responsible for shaping and improving the claims experience by combining customer insight, operational expertise, data, and technology to deliver measurable business and customer outcomes.

As Senior Product Owner, you will own the Claims product vision, roadmap, and backlog, working across Claims Operations, Technology, Data, Customer Experience, Risk, and Compliance teams. You will balance short-term operational improvements with longer-term transformation initiatives, ensuring investments deliver value for customers, colleagues, and the business.

Key Responsibilities

Product Strategy & Roadmap

• Define and communicate the Claims product vision, strategy, and roadmap.
• Develop a deep understanding of the customer claims journey, identifying opportunities to simplify, digitise, and improve outcomes.
• Use customer insight, operational performance data, and market developments to prioritise investment and improvement opportunities.
• Balance immediate business priorities with long-term capability development.

Product Delivery

• Translate strategic goals into clear objectives, priorities, and delivery plans.
• Manage and prioritise the product backlog, ensuring focus on the highest-value initiatives.
• Define requirements, user stories, and acceptance criteria for delivery teams.
• Work with technology, architecture, and data teams to design and deliver effective solutions.
• Apply agile delivery approaches, making informed trade-offs between customer value, risk, cost, and delivery effort.
• Monitor implementation and adoption to ensure benefits are realised and integrated into operational budgets.

Customer & Operational Improvement

• Champion customer outcomes across all product decisions.
• Use customer feedback, complaints, service metrics, and analytics to identify root causes and improvement opportunities.
• Reduce complexity, friction, hand-offs, and unnecessary customer contact.
• Improve both customer and colleague experiences through process simplification and operational efficiency.
• Drive the use of automation, digital capabilities, data, and emerging technologies to enhance claims performance.

Value Realisation

• Deliver measurable improvements in customer satisfaction, service quality, claims cycle time, productivity, cost efficiency, and operational resilience.
• Define success measures and use data to track outcomes and inform future priorities.
• Develop business cases and investment recommendations where required.
• Ensure solutions deliver sustainable, long-term value.

Stakeholder Leadership

• Build strong relationships across Claims, Technology, Data, Finance, Risk, Compliance, and Customer Experience.
• Gain alignment on priorities and manage stakeholder expectations.
• Facilitate decisions where competing priorities or trade-offs exist.
• Influence across teams through strong communication, collaboration, and evidence-based decision making.

Risk & Governance

• Ensure product decisions comply with regulatory, conduct, data protection, security, and operational risk requirements.
• Embed appropriate controls, resilience, and customer safeguards into solutions.
• Support robust governance and elevate key risks or dependencies where appropriate.

Experience & Knowledge

• General insurance, claims, underwriting, or another regulated financial services environment.
• Understanding of claims journeys, operating models, and customer outcome delivery.
• Working with digital products, workflow systems, automation, analytics, or AI-enabled solutions.
• Agile product management, backlog management, and iterative delivery practices.
• Use of operational MI, customer insight, and performance data to drive decisions.
• Process improvement, operational excellence, or continuous improvement methodologies.
• Business case development and benefits realisation.
• Awareness of insurance regulation, consumer duty principles, operational resilience, and risk management requirements.

What we offer in return?

• A collaborative and fast paced work environment
• Health care cash plan
• Private medical insurance
• 25 days annual leave plus Bank Holidays and the ability to buy additional leave (annual leave also increases with service)
• Life Assurance 4x annual salary