Head of Customer and Operation Strategy

Location:

Guernsey, Haywards Heath, Home Office (Remote) or Manchester Salary: £89,402 - £111,752, depending on experience Department:
Customer & Operations

We’re 1st Central, a market-leading insurance company utilising smart data and technology h has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

We're on the hunt for a Head of Customer and Operations Strategy (HCOS) who will be responsible for the shaping and delivery of the Customer strategy and roadmap in conjunction with the Heads of Value stream, ensuring the alignment of capabilities to the Enterprise and Pillar strategic vision and target operating model. The role supports the PIANO team in identifying and progressing new data models to support strategic leaders in unlocking future value.

The role requires intrinsic understanding of each Business Area’s subject matter. This will include continuously developing awareness and knowledge of our competitors and industry trends; identifying new or upgraded technologies to support the delivery of our strategic outcomes and ambitions to become market leading. Developing the pipeline of strategic change for Customer with a view to a 36-month horizon, the HCOS will bring to life strategic options considering people, process, technology (including data and automation) and/or external solutions.

Where deemed appropriate the HCOS will lead strategic initiatives, produce business cases and present option appraisals.

You’ll own the maintenance of the Customer roadmap and will be required to facilitate the continuous iteration between the Senior Stakeholders, SMEs and Value Stream Heads. Managing a multi-skilled team the HCOS will support the creation and maintenance of the Pillar target state roadmap. The role will report to the Customer Director and operate across the COPs pillar, collaborating with the SLT and Head of Strategic Delivery to support prioritisation and transition to target state

We value flexible working arrangements, so you can choose to work remotely or maybe you live within a commutable distance from one of our offices in Salford Quays, Manchester, Haywards Heath, West Sussex, or Guernsey
, and want to work in the office occasionally.

Core skills were looking for to succeed in the role:

• Strong communication skills – both in writing and verbally – ability to articulate an argument and persuade senior stakeholders with robust and comprehensive communication
• Exceptional leadership skills with evidence of managing teams across a range of disciplines and locations
• Strategic and benefits leadership – ensuring the focus is on delivery of the strategy, desired business outcomes and benefits
• Senior stakeholder management – ability to constructively challenge, win the respect of and negotiate effectively with senior management up to and including ExCo level
• Leadership – the ability to look ahead and understand/mitigate risks, and the ability to see the few key issues in a situation, problem or delivery and, working with others, cut through to the solution, with the ability to take reasoned decisions confidently and quickly
• Effective organisation, planning and understanding the key components of all plans
• Financial management – the ability to estimate and budget effectively, allowing for suitable contingency, and the ability to put together a robust and achievable business case in conjunction with Finance and business leaders
• Highly analytical and structured thinker able to develop pragmatic solutions to complex problems and communicate them simply
• Ability to engage key stakeholders and communicate complex information simply and persuasively, driving data informed decision making and action.
• Ability to manage multiple projects efficiently and effectively

What’s involved:

• You’ll lead the design and delivery of the Customer strategy and roadmap in alignment with the Enterprise strategy
• You’ll own and maintain the Customer roadmap of strategic outcomes and regularly engage with…