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.