Quality Assurance Insights and Improvement Lead in London

Location: Bexhill, London or Leicester (hybrid)

Welcome to Hastings Direct. We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role Overview

As our Quality Assurance Insights and Improvement Lead, you’ll lead the QA business application of insights, automation opportunities and technology-enabled assurance, setting the direction for how QA uses data and reporting to strengthen customer outcome confidence, risk visibility and operational decision-making. You’ll be owning the QA requirements, interpretation standards and governance for insight outputs, ensuring reporting and analytical outputs are applied consistently to support customer outcome monitoring, risk prioritisation, assurance targeting and senior stakeholder confidence. This position ensures that the re-shaped QA model has the business use cases needed to move from retrospective checking to targeted, outcome-focused assurance.

Job details – you’ll need to have demonstrable experience in:

• Lead QA Insight & Reporting Strategy – define how QA insight is interpreted, governed and reported, ensuring clear visibility of customer outcomes, conduct risk, operational performance, emerging themes and assurance effectiveness.
• Own QA Insight, Governance & Business Requirements – translate QA frameworks, scorecards and standards into reporting, data and tooling requirements, whilst setting interpretation standards, controls and governance to ensure consistent, trusted decision-making.
• Drive Risk-Based Assurance & Targeting – develop and embed an insight-led assurance approach, using customer, regulatory, conduct and operational risk indicators to prioritise assurance activity and focus on the highest-risk areas.
• Identify and Deliver Automation & Tooling Opportunities – define and prioritise QA automation and tooling requirements, partnering with Technology, Data and Change teams to improve assurance coverage, efficiency, targeting and adoption of future-state QA capabilities.
• Champion AI & Advanced Analytics Opportunities – identify, shape and govern AI, speech and text analytics use cases, ensuring outputs are explainable, appropriately controlled and used effectively to improve assurance outcomes and thematic insight.
• Provide Strategic QA Leadership & Challenge – act as the senior QA lead for insight, automation and tooling, delivering expert analysis, recommendations and constructive challenge to support the Head of Customer Assurance and the evolution of a modern, customer outcome-focused QA function.

Essential Skills/experience

• Significant experience leading the application of analytics, insight, automation or assurance capabilities within Insurance, Financial Services or another regulated environment.
• Proven experience developing risk-based insight, governance reporting, business requirements and reporting standards to support operational and executive decision-making.
• Strong understanding of QA and assurance frameworks, outcome-based assurance, risk-based monitoring and customer outcome management within a regulated setting.
• Experience identifying and shaping automation, AI and advanced analytics opportunities, with knowledge of governance, controls, explainability and appropriate business application.
• Excellent ability to translate complex business and assurance needs into clear data, tooling, automation and governance requirements for specialist delivery teams.
• Strong stakeholder management, communication and influencing skills, with the ability to lead change, provide constructive challenge and collaborate effectively across QA, Operations, Data, Technology, Compliance and Change functions.

The interview process involves:

• Recruiter intro/screening call
• 1st stage interview with hiring leader
• 2nd interview with hiring leaders' leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. We also welcome applications through the Disability Confident Scheme (DCS).

Regrettably we are unable to offer sponsorship for this role.

Benefits

• In addition to a competitive salary and £5k car allowance you will also receive flexible working.
• Competitive bonus scheme – all colleagues are eligible for our annual 4Cs performance bonus.
• Physical wellbeing – Hastings pays for you to receive private medical Insurance (PMI).
• Financial wellbeing – providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%.
• Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, and support groups.
• 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks.

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us.