Job Summary

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.

Key Responsibilities:

Product & Business Ownership:

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.

Customer Experience (CX) Leadership:

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.

Growth Experimentation & Conversion Optimisation:

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.

Revenue & CAC Management:

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.

Technology Data & Stakeholder Collaboration:

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.

Strategic Talent Leadership:

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.

Key Requirements:

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.

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 respon...