Senior Manager - Head of Product

Key Responsibilities

• Define and maintain the global Digital Channels product strategy, fully aligned with the global product vision.
• Ensure the platform supports ClaimPilot as the unified global claims platform through integrated communication workflows.
• Represent business, regulatory, and operational requirements from all regions into the global roadmap.
• Drive architectural consistency and shared component reuse across telephony, omnichannel, AI routing, and case communication tooling.

• Own and govern the multi‑year Digital Channels roadmap, ensuring cohesive delivery of telephony, voice, digital channels, reporting, and integration capabilities.
• Translate strategic intent into sequenced, measurable delivery increments for engineering and supporting teams.
• Manage the full lifecycle: discovery, design, scaling, optimisation, and retirement of legacy or fragmented communication tools.
• Ensure consistency with global governance, frameworks, and lifecycle processes defined by the senior product leadership.

• Lead consolidation of telephony and communication tools into a unified global platform leveraging ClaimPilot Connect.
• Drive retirement of regional or third‑party systems (e.g., local telephony providers) where Connect capabilities offer replacement.
• Ensure scalability across global business units while avoiding bespoke divergence.
• Partner with architecture, cyber, AI, data, and engineering leadership to ensure platform resilience, compliance, and performance.

• Operate within and contribute to global governance rhythms, OKRs, steering forums, and prioritisation cycles.
• Provide clear, data‑driven visibility of roadmap progress, migration outcomes, risks, dependencies, and performance metrics.
• Ensure products comply with global architectural, cyber, security, and AI governance frameworks.
• Support the senior product leadership in preparing materials for Group product governance bodies and investment review.

• Serve as the global product representative for Digital Channels across regional leaders, operations, engineering, and client-facing teams.
• Ensure regional business needs are well understood, balanced against global priorities, and translated into actionable product requirements.
• Communicate strategy, progress, risks, and value outcomes to regional executives and global product leadership.
• Build strong partnerships with Proposition Owners, Group CIO teams, engineering teams, and client stakeholders.

• Ensure global adoption of ClaimPilot Connect across internal teams and clients.
• Define and track success metrics related to operational efficiency, user experience, migration performance, client outcomes, and platform usage.
• Quantify and evidence value delivered by product initiatives, ensuring alignment to commercial, operational, and strategic objectives. 
• Partner with business operations to ensure benefits realisation, including improved cycle times, reduced duplication, and cost‑to‑serve optimisation.

Skills, Knowledge and Expertise

• Experience integrating telephony with case management or claims platforms.
• Experience working in multi‑region or global product organisations.
• Familiarity with AI‑enabled routing, conversational AI, or workflow orchestration.
• Exposure to AI‑enabled product development and workflow orchestration.
• Experience in managing product support during M&A integration or platform rationalisation.
• Exposure to global contact centre regulatory requirements.

• Strategic, outcome‑focused, and globally minded.
• Collaborative, innovative, and able to operate confidently across technical and non-technical environments.
• Data‑driven, structured, and commercially aware.
• Strong communicator and influencer.
• Able to simplify complex technology narratives for business audiences.