Digital Product Lead
- Full-time
- Working Hours: 35 hours per week
- Salary: Competitive
- Department: Claims
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
Qualifications
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.