Head of Customer and Operation Strategy in Manchester

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. We won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

We are looking for a Head of Customer and Operations Strategy (HCOS) who will be responsible for the shaping and delivery of the Customer strategy and roadmap in conjunction with the Heads of Value stream, ensuring the alignment of capabilities to the Enterprise and Pillar strategic vision and target operating model. The role supports the PIANO team in identifying and progressing new data models to support strategic leaders in unlocking future value. The role requires intrinsic understanding of each Business Area’s subject matter, including continuously developing awareness and knowledge of our competitors and industry trends; identifying new or upgraded technologies to support the delivery of our strategic outcomes and ambitions to become market leading.

Core skills we are looking for to succeed in the role:

• Strong communication skills – both in writing and verbally – ability to articulate an argument and persuade senior stakeholders with robust and comprehensive communication.
• Exceptional leadership skills with evidence of managing teams across a range of disciplines and locations.
• Strategic and benefits leadership – ensuring the focus is on delivery of the strategy, desired business outcomes and benefits.
• Senior stakeholder management – ability to constructively challenge, win the respect of and negotiate effectively with senior management up to and including ExCo level.
• Effective organisation, planning and understanding the key components of all plans.
• Financial management – the ability to estimate and budget effectively, allowing for suitable contingency, and the ability to put together a robust and achievable business case in conjunction with Finance and business leaders.
• Highly analytical and structured thinker able to develop pragmatic solutions to complex problems and communicate them simply.
• Ability to manage multiple projects efficiently and effectively.

What’s involved:

• You’ll lead the design and delivery of the Customer strategy and roadmap in alignment with the Enterprise strategy.
• You’ll own and maintain the Customer roadmap of strategic outcomes and regularly engage with the business SMEs to gain an understanding of their desired outcomes.
• You’ll work with the Heads of Value Stream to progress initiatives and support prioritisation decisions.
• You’ll manage and develop the Performance Insights and Optimisation Change leads, supporting senior leaders to identify and develop data models to unlock value across the pillars.
• You’ll ensure effective communication and reporting on progress against committed delivery plans and budget(s).
• You’ll lead strategic initiatives and value proposition analysis for the highest priority outcomes, as appropriate.
• You’ll research, develop and present option appraisals for how we improve our current core capabilities and embed new capabilities.
• You’ll ensure continued optimisation of core customer platforms.
• You’ll maximise opportunities arising from contract renewals, current and new suppliers, and data insight.
• You’ll maintain and develop knowledge of Claims, Fraud and Retail Business Areas.
• You’ll maintain and develop relationships with key strategic partnerships, competitors and industry thought leaders.
• You’ll create a calendar of and be a presence at Customer industry events to represent FCG.
• You’ll support decisions on the best solutions including proposed features.
• You’ll work collaboratively with the Head of Value Stream and Senior Stakeholders to proactively manage the Customer RAID ensuring effective mitigation is in place and under active management.
• You’ll fully understand and plan for the business impact of customer & operations initiatives, ensuring that all areas of the business are ready to accept the change.
• You’ll maintain and develop Customer owned platforms including Omnichannel Chatbot and SmartIVR, including proactive management of the team responsible for these activities.
• You’ll coach, mentor and facilitate the learning and development of fellow colleagues in the customer centricity mindset, and strategies, including supporting colleagues with their broader professional development.
• You’ll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times.
• You’ll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.

Experience and knowledge:

• Demonstrable record of managing multi-million-pound portfolio budgets effectively, and delivering within budgetary constraints.
• Significant understanding of Claims, Fraud and Customer business areas.
• Understanding of Insurance businesses, the industry, and its drivers.
• Experience of researching new markets and identifying / quantifying opportunities.
• Strong stakeholder management experience within a fast paced, cross-functional environment.
• Proven understanding of Project and Programme Management techniques in different change environments (Waterfall, RAD, SCRUM etc.).
• Proven understanding and experience in working within SAFe or other agile frameworks.
• Significant understanding of IT systems and how successful IT change is affected including experience of all stages of project delivery and software development lifecycle.
• Ability to construct a realistic and achievable business case in conjunction with business leaders and Finance.
• Experience of engaging and managing third parties.
• Experience of working within an FCA regulated industry, ideally within Financial Services or Insurance.
• Demonstrable experience in strategic development with a proven ability to translate complex concepts and outcomes into actionable delivery roadmaps.
• Demonstrable experience in strategy mobilisation, initiation, planning and management.
• Deep and extensive understanding of change delivery and management processes and the keys to successful delivery of change.
• Experience using tools such as MS Office / MS project / SharePoint / TFS / Gemini / Atlas / ADO is desirable.

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. Our workplaces are energetic, inspirational, supportive.