Head of Claims Product & Transformation

You’ve led change in claims or legal operations. You understand the complexity, can translate it into clear requirements, and have delivered improvements that made a measurable difference. Now you want ownership of the roadmap.

We’re recruiting for a specialist insurance business seeking a senior leader to own its claims operating model, product roadmap and transformation priorities.

Reporting to the Director of Operations and working closely with the Chief Legal Officer, you’ll shape how customers access claims support and legal services, how cases move through the operation, and how technology improves the experience.

What you’ll own:

• The claims product roadmap, prioritising developments across claims workflows, customer portals, legal integrations, automation and reporting.
• The design of clear, compliant customer journeys, from initial contact through claims and legal support.
• Requirements, backlog priorities and acceptance criteria, working with Technology, Business Analysts and suppliers through delivery and handover.
• Improvements that reduce manual handling, strengthen controls and help customers resolve problems earlier.
• Performance reporting and analysis to identify bottlenecks, assess results and guide future changes.
• Decisions and stakeholder alignment across Operations, Legal, Underwriting, Compliance and Technology.

The experience you must bring:

You must have both relevant claims/legal operational expertise and a track record of personally delivering change.

Your background must include senior responsibility within at least one of the following:

• Insurance claims or legal expenses insurance.
• Legal operations or a high-volume law firm.
• Legal advice services, including solicitors or legal executives with operational ownership.

Alongside that background, you must be able to demonstrate:

• Delivery in a regulated, high-volume environment: you have led improvements to customer journeys, workflows or service design.
• End-to-end ownership: you have taken a problem from definition through implementation and measured the outcome.
• Process and control design: you can turn legal, regulatory and operational requirements into clear processes, rules and controls.
• Technology delivery experience: you have worked directly with technical teams or suppliers on claims systems, case-management tools, workflows or customer portals.
• Operational judgement: you understand claims assessment and controls, or equivalent legal triage and case-management processes.
• Evidence-led decisions: you use management information to improve service performance and cost.
• Senior stakeholder influence: you can make clear recommendations, challenge constructively and secure decisions across different functions.

Your CV should make clear what you owned, what you changed and the results you achieved. Day-to-day operational management alone will not meet the brief; delivery of meaningful change is essential.

Experience in legal expenses, Active Assistance, legal technology, automation or alternative legal services would strengthen your application. No specific professional qualification is required where your experience meets the criteria.

Why this role?

With ambitious growth plans, this is a chance to help shape how the business scales and build the claims and legal services that support its next chapter.

You’ll work directly with senior leadership, own the roadmap and have a real voice in where investment and development effort go. From smarter automation to better customer journeys, your decisions will shape how the operation evolves.

If you enjoy building, challenging established ways of working and seeing your ideas through to delivery, this is a role you can put your stamp on.

£80,000–£120,000 base salary | 35-hour working week | Remote/Hybrid

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