Claims Change & Transformation Lead in Royal Tunbridge Wells

This role sits at the centre of a high profile transformation agenda, leading the evolution of our Claims function to deliver better outcomes for customers, colleagues and the business. You will own and lead the end to end Claims transformation portfolio, shaping and driving a broad range of change initiatives that improve operational performance, efficiency and commercial impact. Working across multiple concurrent programmes, you will bring clarity, pace and direction to a complex and fast-moving environment, ensuring priorities are aligned, delivery remains on track and change is embedded successfully across the function.

This is a highly visible leadership role with the opportunity to influence strategic decision-making, challenge the status quo and deliver meaningful, measurable transformation at scale. We are looking for someone who thrives in a delivery-focused environment, can navigate complexity with confidence and is passionate about creating sustainable change that makes a real difference.

What will I be doing?

• Take ownership of one of the most ambitious and business-critical transformation portfolios in Claims, shaping the future of how we operate and deliver for our customers.
• Lead major modernisation initiatives across AI, automation and digital transformation, driving innovation that will fundamentally improve customer experience, operational efficiency and commercial performance.
• Be at the centre of a fast-paced, high-visibility transformation agenda, bringing clarity, momentum and decisive leadership across multiple complex programmes.
• Partner directly with senior leaders across Claims, Technology, Digital and Data, influencing strategic priorities and playing a key role in shaping the future direction of the function.
• Deliver transformation that creates genuine, measurable impact, from improving operational performance and reducing cost, to enhancing customer journeys and service delivery.
• Champion lasting change across the business, ensuring new ways of working are embedded successfully and teams are empowered to embrace transformation with confidence.
• Lead and influence a broad network of stakeholders, suppliers and delivery partners, creating strong collaboration and ensuring programmes are delivered at pace and with quality.
• Inspire and energise teams through periods of significant change, creating a culture of accountability, innovation and continuous improvement within a highly visible transformation environment.

What do I need?

• Proven experience leading large scale transformation portfolios and delivering complex change programmes from strategy through to execution, alongside exposure to AI, automation or digital transformation initiatives.
• Significant Claims experience at a senior level, ideally Head of or Senior Manager.
• A strong track record of delivering measurable commercial, operational and customer outcomes within dynamic business environments.
• The ability to influence and challenge at senior leadership level, building credibility quickly across a wide range of stakeholders.
• Deep expertise in portfolio governance, programme delivery and prioritisation, with the confidence to manage competing demands and dependencies.
• Experience leading cross-functional teams and third-party partners to deliver at pace while maintaining high standards of quality and control.
• A commercially minded approach, with a strong focus on benefits realisation, operational performance and sustainable change.
• The confidence to operate effectively in ambiguity, making pragmatic decisions and maintaining momentum in evolving environments.

Benefits

• 25 days annual leave plus bank holidays + holiday buying scheme.
• Worksave pension scheme with up to 7% employer contribution.
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends.
• Discounts on AA products including car and home insurance.
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more.
• Company funded life assurance.
• Diverse learning and development opportunities to support you to progress in your career.
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.