Claims Development Manager

• End Date Thursday 27 August 2026
• We support flexible working - click here for more information on flexible working options
• Flexible Working Options: Flexibility in when hours are worked, Hybrid Working, Job Share

Job Description

LOCATIONS: Edinburgh, Dundee, Leeds or Bristol.

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

We have an exciting opportunity for a Life Insurance Claims Development Manager to help shape the future of protection claims at Lloyds Banking Group.

This role will play a key part in developing and maintaining claims philosophy across Life, Critical Illness and Income Protection, while supporting the modernisation and digitisation of our claims journeys.

Want to hear more?

Paying a claim is the most important moment in our customer journeys.

We want to make that experience clearer, faster and more supportive for customers and their families when they need us most.

You'll bring strong technical claims assessment expertise, a customer-first mindset, interest in digital adoption and a forward-thinking approach to help build Lloyds Banking Group's future protection claims philosophy and journey.

Your accountabilities will include

• Developing, maintaining and continuously improving claims philosophy for Life, Critical Illness and Income Protection products.
• Applying expert claims assessment knowledge to support fair, consistent and customer-focused outcomes.
• Helping design and improving digital claims journeys, ensuring customer needs, operational requirements and risk considerations are balanced effectively.
• Supporting the codification of claims philosophy into digital tools, including decision tree-based rules engines and other decision support capabilities.
• Working with claims operations, product, risk, compliance, technology and data colleagues to translate technical claims expertise into practical, scalable journey improvements.
• Working closely with our reinsurance partners to deliver a market leading claims philosophy.
• Promoting and implementing the responsible use of new AI tools into our claims process, to provide fast and efficient claims handling.
• Identifying opportunities to simplify claims processes, reducing avoidable hand-offs and improving the speed and quality of customer outcomes.
• Challenging existing ways of working constructively, using insight, experience and customer outcomes to influence change.
• Contributing to the development of training, guidance and quality frameworks that support consistent application of claims philosophy.
• Keeping up to date with product developments, regulatory expectations, industry practice and emerging technology in protection claims.

Why join us?

We're on an exciting journey to transform our Group and the way we're shaping finance for good.

We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

What we're looking for

• At least 5 years' experience assessing Life, Critical Illness and Income Protection claims.
• Experience of developing or contributing to claims philosophy documentation.
• Strong technical understanding of protection products, claims definitions, evidence requirements and claims decision-making.
• A genuine passion for delivering outstanding service to customers, particularly at sensitive and difficult moments.
• Interest in using new technology to enhance claims journeys and improve customer, colleague and business outcomes.
• Ability to think differently, challenge the status quo and identify practical opportunities for modernisation and digitisation.
• Good judgement and the ability to balance customer outcomes, reinsurance requirements, regulatory expectations, risk management and commercial considerations.
• Strong communication skills, with the ability to explain complex claims concepts clearly to technical and non-technical audiences.
• Collaborative working style, with confidence building relationships across operational, product, technology, risk and compliance teams.
• Curiosity, adaptability and willingness to learn new digital tools and ways of working.
• Good data analysis skills, being able to use supporting data to explain business problems and spot trends in claims data.

Training and development You do not need to be a technology expert to apply.

Full training will be provided on the digital tools used in the role, including decision tree-based rules engines and related digital decision support capabilities.

What matters most is your claims expertise, customer focus and desire to implement our technical claims philosophy into modern, scalable tools and journeys.

This is a place for you Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we're committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns.

And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers.

Just let us know what you need.

We also offer a wide-ranging benefits package, which includes

• A generous pension contribution of up to 15%.
• An annual performance-related bonus.
• Share schemes including free shares.
• Benefits you can adapt to your lifestyle, such as discounted shopping.
• 30 days' holiday, with bank holidays on top.
• A range of wellbeing initiatives and generous parental leave policies.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper.

Across the Group, our colleagues are focused on making a difference to customers, businesses and communities.

With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe.

So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.

We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve.

Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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