Head of Customer and Operation Strategy

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 the business SMEs to gain an understanding of their desired outcomes
• You’ll work with the Heads of Value Stream to progress initiatives and support prioritisation decisions
• You’ll manage and develop the Performance Insights and Optimisation Change leads, supporting senior leaders to identify and develop data models to unlock value across the pillars of
• In conjunction with the Head of Operations Value Stream and the Head of Strategic Delivery, develop the transition plan to target state
• You'll ensure effective communication and reporting on progress against committed delivery plans and budget(s)
• You’ll lead strategic initiatives and value proposition analysis for the highest priority outcomes, as appropriate
• You’ll research, develop and present option appraisals for how we improve our current core capabilities and embed new capabilities
• You'll ensure continued optimization of core customer platforms
• You’ll maximise opportunities arising from contract renewals, current and new suppliers, and data insight
• You’ll maintain and develop knowledge of Claims, Fraud and Retail Business Areas
• You’ll maintain and develop relationships with key strategic partnerships, competitors and industry thought leaders
• You’ll create a calendar of and be a presence at Customer industry events to represent FCG
• You’ll support decisions on the best solutions including proposed features
• You’ll work collaboratively with the Head of Value Stream and Senior Stakeholders to proactively manage the Customer RAID ensuring effective mitigation is in place and under active management
• You’ll fully understand and plan for the business impact of customer & operations initiatives, ensuring that all areas of the business are ready to accept the change
• You’ll maintain and develop Customer owned platforms including Omnichannel Chatbot and SmartIVR, including proactive management of the team responsible for these activities
• You’ll coach, mentor and facilitate the learning and development of fellow colleagues in the customer centricity mindset, and strategies, including supporting colleagues with their broader professional development
• You’ll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• You’ll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times

Experience and knowledge

• Demonstrable record of managing multi-million-pound portfolio budgets effectively, and delivering within budgetary constraints
• Significant understanding of Claims, Fraud and Customer business areas
• Understanding of Insurance businesses, the industry, and its drivers
• Experience of researching new markets and identifying / quantifying opportunities
• Strong stakeholder management experience within a fast paced, cross-functional environment
• Proven understanding of Project and Programme Management techniques in different change environments (Waterfall, RAD, SCRUM etc.) 
• Proven understanding and experience in working within SAFe or other agile frameworks
• Significant understanding of IT systems and how successful IT change is affected including experience of all stages of project delivery and software development lifecycle 
• Ability to construct a realistic and achievable business case in conjunction with business leaders and Finance
• Experience of engaging and managing third parties
• Experience of working within an FCA regulated industry, ideally within Financial Services or Insurance 
• Demonstrable experience in strategic development with a proven ability to translate complex concepts and outcomes into actionable delivery roadmaps
• Demonstrable experience in strategy mobilisation, initiation, planning and management
• Deep and extensive understanding of change delivery and management processes and the keys to successful delivery of change
• Experience using tools such as MS Office / MS project / SharePoint / TFS / Gemini / Atlas / ADO is desirable

Skills

• 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

Behaviours

• Customer centric approach to decision making, ensuring our customers are central to the prioritisation and decision making process
• Role model and leader of people – ability to guide, steer and coach team members to enable them to deliver effectively and develop professionally
• Ability to work effectively with others collaboratively and as a team for optimal results
• Ability to proactively contribute to the capability development of customer centricity within the wider business

So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.