Head of Customer Activation in Worcester

Company Description

It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do. We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people. No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work.

Position

An overview of the role

As the Head of Customer Activation, you will lead and develop a high performing Customer Activation function comprising the Implementation, Data Migration, and Programme & Project Management teams. You will be accountable for delivering exceptional onboarding and activation experiences for Open GI’s customers, ensuring that all solutions are implemented efficiently, accurately, and to the highest standards. You will lead the design and execution of delivery methodologies, frameworks, and standards that ensure projects—ranging from single site implementations to multistream strategic programmes—are delivered on time, within budget, and to a consistently high standard. This includes embedding risk management, resource planning, governance, and quality assurance across all activation activities.

Your key responsibilities

• Define and deliver the Customer Activation strategy in alignment with Open GI’s organisational goals and customer vision.
• Promote quality advocacy in project management, consultancy and training across Open GI.
• Manage the Implementation, Data Migration, and Programme and Project Management teams, ensuring delivery against time, cost, and quality targets for all customer activation contracts on Open GI platforms.
• Drive cross-functional alignment with Product, Technology, Commercial, Customer Services, and Operations to ensure seamless customer journeys.
• Set and contribute to delivery standards, strategies, and procedures across all customer activation teams.
• Coordinate assessment and adoption of new project management data migration, and training technologies, products, and methodologies.
• Ensure training programmes are aligned with delivery frameworks, product capabilities, and customer needs against all platforms.
• Ensure data migration activities follow secure, compliant, and repeatable best-practice processes.
• Ensure teams are equipped with up-to-date product knowledge, delivery methodologies, and customer engagement strategies.
• Drive continuous improvement initiatives to enhance customer activation efficiency, reduce onboarding cycle time, and improve customer satisfaction.
• Lead the standardisation and automation of processes, tools, and templates across the activation function.
• Monitor training effectiveness through feedback, Key Performance Indicators (KPIs), and continuous improvement initiatives.
• Champion the voice of the customer throughout all phases of delivery and activation.
• Ensure customers receive clear, timely communication throughout their onboarding journey.
• Support the management of Executive-level relationships for complex or strategic customers.
• Develop frameworks that enhance customer experience and drive value across onboarding, data migration and project delivery.
• Monitor customer activation outcomes and customer satisfaction to inform service improvements.
• Build professional networks across Development, Operations, and Product.
• Support the professional development of team members through coaching, mentoring, job enrichment and ongoing feedback.

Requirements

What you'll need to succeed

• IT related Degree or equivalent qualification or experience.
• PRINCE2 Practitioner or equivalent (preferred).
• Relevant software development and delivery certifications.
• Extensive experience of managing within a multiuser, enterprise scale organisation.
• Proven experience leading customer onboarding, implementation, Programme Management Office (PMO), or delivery functions.
• Demonstrable experience in project and programme delivery across complex customer environments.
• Proven experience of delivering software solutions with a strong knowledge of the software development lifecycle.
• Significant experience of planning and managing change.
• Significant experience of people management and coaching.
• Successfully managing customer relationships and meeting or exceeding customer expectations.
• Working closely with external vendors and offshore teams.
• Management of budgets.
• In depth understanding of the business and technical issues associated with the analysis, design, development and support of systems.
• Employee resource scheduling and work planning experience.

Skills

• Self-confident, self-motivated with the ability to lead and motivate teams.
• Able to define future strategy and quality roadmaps.
• Strong interpersonal skills.
• Strong team management and leadership capability.
• Strong stakeholder management and influencing skills.
• Problem solving and analytical skills.
• Ability to work to strict deadlines and achieve targets.
• Ability to work under pressure.
• Ability to lead by example and demonstrate a customer care and quality approach to work.
• Excellent communication and presentation skills, both written and verbal.

Other information

Mission and Values

It is our mission to be both the Technology Partner and Employer of Choice to the UK General Insurance market. Our people are placed at the heart of this and diversity, equality and inclusion are central to everything we do.

• Accountability: We own our actions and shape our success on the results we deliver.
• Innovation: We tackle challenges with fresh thinking and bold ideas.
• Teamwork: We work together, recognising we can’t do this without each other.
• Trust: We build trust on integrity, transparency and mutual respect.

We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance.

Benefits package

• Competitive salary depending on skills and experience.
• Company pension.
• Bonus opportunity.
• Life assurance and critical illness cover.
• Cycle to work scheme.
• Perkbox – an exclusive platform offering a wide range of discounts and benefits.
• Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme.
• Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work.
• Social clubs - whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together.
• Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders.

Please note, this is a hybrid position requiring in-office attendance at our Worcester location for at least 50% of working hours.