Product Manager - Digital Journeys in London

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. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. 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: At Hastings Direct, our Claims Transformation team is reshaping how customers notify us of an accident and manage their claim. The growth of our digital journeys has created the need for a Product Manager who can bring strong product management capability to the team and drive continuous improvement across these customer experiences. These journeys are critical to our customers, support thousands of users each month, and often serve people making an insurance claim for the first time during a stressful period. We’re looking for an inquisitive and analytical individual who can identify customer needs and emerging issues through data, trends and insight, and work collaboratively to deliver effective solutions.

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

• Accountability for the continuous improvement of the product/service to achieve agreed customer and commercial outcomes and developing data-led insight that supports continuous improvement and informed product decision-making.
• Translating insight into action by working cross functionally to define and deliver appropriate solutions.
• Leading research with customers, colleagues and third parties to understand qualitative performance and inform backlog prioritisation.
• Understanding the product’s competitive landscape and wider market factors influencing performance and articulating these to the wider business.
• Ensuring there is appropriate debate, discussion and challenge of risks within your area of responsibility and accountability for ensuring all internal governance and regulatory requirements are met.
• Owning the Claims Digital Estate, including brochureware, FAQs, and help and support content, while contributing to the wider Digital Contact Strategy.

Essential skills/experience:

• Proven experience in developing and delivering product strategy, including UX and service design capability.
• Experience of managing in-life digital products/services, with a strong understanding of optimisation, continuous improvement and previous ownership of long-term roadmaps.
• Experience of supporting and embedding a product/service-led culture within organisations committed to a more customer-centric approach to product and service development.
• A good understanding of qualitative and quantitative techniques to spot patterns and to drive actionable insight.
• Experience of collaborating with multidisciplinary teams to solve complex problems that improve service outcomes and deliver cost savings.
• A strong visual and verbal communicator, able to engage and influence a broad range of stakeholders and build effective working relationships.

The interview process includes a recruiter intro/screening call, a 1st stage interview with the hiring leader, and a 2nd interview with the hiring leader's leader.

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive. This means if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. 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 – we champion a flexible hybrid working approach.
• 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, access to health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.

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. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need.

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.

Please also note that we have a thorough referencing process, which includes credit and criminal record checks. 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.