Digital Product Lead

  • Castlefield Rd, Reigate RH2, UK
  • Full-time
  • Salary: Competitive
  • Department: Claims
  • Working Hours: 35

Company Description

Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

Job Description

We are currently recruiting for a Digital Product Lead to join us on a 24 month fixed term contract basis.

As a key addition to the wider Claims function, you will lead the development and optimisation of end-to-end claims customer journeys, delivering beautiful customer journeys, digital uptake and operational efficiency

What you will do:

  • Design and delivery of end to end customer and third party digital journeys to drive self-service and digital adoption
  • Lead all claims customer facing journey design and development activity, working closely with other business areas to ensure a consistent customer experience across sales, service and claims
  • Own and deliver the claims customer strategy, covering first and third party customer interactions across motor and home claims
  • Responsible for customer communications material design
  • Oversee the design of claims digital services, prioritising features that improve customer service, digital uptake and cost efficiency
  • Lead product squads to define and deliver customer journey improvements.  Work with operations and change teams to sustainably embed process changes into BAU
  • Leverage KPIs and insight to continuously improve and optimise customer journeys, addressing the root cause of issues, increasing digital adoption, and responding to external market changes
  • Engage senior stakeholders across claims and wider sales and service to ensure that customer journeys support claims and wider esure goals


What we would love you to bring:

  • Significant experience of digital, omni/cross channel customer journey design and delivery, including digital journeys and the seamless hand off, where required, to non-digital channels
  • Data driven in approach – experience in leading customer research and insight synthesis
  • Experience of using online KPI data/web analytics to optimise digital journeys with material impact on digital uptake and retention
  • Strong capability to structure and plan work for cross-functional agile delivery teams; experienced in agile product delivery
  • Strong analytical and problem solving skills
  • Strong stakeholder management skills: promoting the customer agenda, whilst ensuring customer goals are balanced with other business goals

Additional Information

What we will offer you in return:

  • A competitive salary that recognises your skills, experience, and potential
  • 28 days annual leave plus 8 flex days (equivalent to bank holidays to be taken as and when suits you)
  • Bonus scheme
  • Flexible working – including hybrid working post Covid19
  • Staff discount on our products
  • Private medical cover for eligible colleagues

In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance.

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