Head of Product & CX

General Overview

We are hiring a Head of Product & Customer Experience (CX) for our client, a leading organization operating within the insurance and digital distribution space. This is a senior leadership role with full ownership of a designated line of business or channel, carrying end-to-end responsibility for product strategy, customer experience, growth, and financial performance. The role acts as the P&L owner for the assigned business line and blends product leadership, CX excellence, and growth experimentation.

The successful candidate will focus on improving product‑market fit, driving conversion optimisation, reducing customer acquisition costs (CAC), and delivering a seamless end‑to‑end customer journey. Reporting directly to senior leadership, this role works closely with executive stakeholders and cross‑functional teams to accelerate scalable, data‑driven growth.

• Own the full P&L for the assigned line of business, accountable for revenue growth, profitability, and performance outcomes.
• Lead the product roadmap, ensuring alignment with customer needs, commercial objectives, and market opportunities.
• Identify, define, and deliver differentiated insurance product propositions in collaboration with internal teams and external partners.
• Oversee end‑to‑end product delivery, from ideation and validation to launch and optimisation.

• Own the complete customer journey from acquisition and onboarding through servicing and renewals.
• Identify customer pain points and drive initiatives to improve satisfaction, clarity, and journey efficiency.
• Champion a customer‑first culture across all touchpoints and channels.
• Act as a growth leader by launching rapid, data‑driven experiments across messaging, pricing, UX, and acquisition tactics.
• Continuously optimise the customer funnel through A/B testing, behavioural insights, and performance analysis.
• Improve lead‑to‑quote and quote‑to‑sale conversion rates through structured experimentation and CX enhancements.
• Identify and scale high‑impact growth loops and low‑CAC acquisition strategies.

• Drive topline growth through refined pricing strategies, upsell and cross‑sell initiatives, and customer segmentation.
• Collaborate with marketing and channel teams to improve lead quality and reduce customer acquisition costs.
• Analyse campaign, landing page, and funnel performance to improve ROI across channels.

• Work closely with technology and engineering teams to build scalable digital journeys, tools, and platforms.
• Use data, analytics, and customer feedback to guide prioritisation and strategic decision‑making.
• Maintain strong alignment with senior leadership and contribute to broader organisational strategy and roadmap planning.

• Lead targeted talent acquisition initiatives in high‑impact areas such as Product, Technology, AI, and Business Analysis.
• Partner with HR and business leaders to attract and build high‑performing, future‑ready teams.
• Ensure hiring strategies align with transformation goals and long‑term growth objectives.

• Proven senior leadership experience in Product Management, Customer Experience, Growth, or Digital Business Ownership, ideally within insurance, fintech, marketplaces, or high‑growth digital platforms.
• Demonstrated experience owning or managing a P&L, with accountability for revenue, conversion, and profitability.
• Strong expertise in product strategy, CX design, funnel optimisation, and growth experimentation.
• Data‑driven mindset with hands‑on experience in analytics, experimentation frameworks, and performance optimisation.
• Ability to lead cross‑functional teams across product, marketing, technology, operations, and sales.
• Strong stakeholder management skills with experience working closely with executive leadership.
• Entrepreneurial mindset with agility, curiosity, and a test‑and‑learn approach to scaling growth.
• Experience building and leading high‑performing teams in fast‑paced environments.

Seniority:
Director |

Employment Type:

Full‑time | Industry: Insurance