operations manager London, England
Job description
About us
Darwin is our new, predominately PCW only motor business. After 3 years of trading, we have c.225,000 customers, selling a significant proportion of all DLG's motor new business policies and delivering customer excellence which has gained us a 4.6* rating on Trust Pilot (one of the highest motor insurers in the UK).
Darwin's ethos is to act as a 'scale-up' tech-based organisation, within the bigger DLG group. We are passionate about customers, change and our people.
The role:
There is a new opportunity to join Darwin as our Operations Excellence Manager where you will report to our Customer and Operations Manager.
This is an exciting opportunity to join the team in a time of growth and ensure everything we do is with the customer at the centre of our thinking. We think our tech and people-driven agility, together with our hands-on focus on our customers, can give us an advantage in the wider competitive landscape. If you fancy a change and the opportunity to shape what might be one of the biggest insurers in the UK, join our fantastic team.
What you'll be doing:
Be an active member of Darwin's 'Run & Scale' squad which is responsible for all elements of Darwin which have customer interactions and increase growth through customer experience
Be the voice of the customer across the Darwin tribe and lead a 'customer 1st' mindset
Understand the end-to-end customer experience for Darwin across all channels to make data-driven decisions to identify and deliver opportunities which improves the customer journey and reduces pain points – driving important metrics such as new business conversion, onboarding of new customers, life cycle engagement and retention
Deliver projects through collaborating with internal stakeholders and effecting change through Darwin's external operation model
Run multiple (A/B) tests to find the balance between customer and commercial outcomes
Identify and deliver projects which improve efficiency to reduce operating costs
Understand conduct and regulatory requirements to ensure Darwin remains compliant and within risk appetite of DLG
Understand customer needs to support development of new products and propositions
Act as a key operations team member responsible for monitoring the performance of iGO4 (Darwin's outsourced Sales & Service provider)
What you'll need:
Experience in operational business improvement, change management and project delivery
Ability to work with and manage external service providers
Data-centric; proficient in using multiple data sources daily and interpreting therein (Excel, Tableau)
Passion for customer centricity
Comfortable with reviewing detailed management information
Excellent stakeholder management and engagement at all levels
Drive and ambition to grow Darwin to be the 3rd biggest motor insurer in the UK
Ways of Working
Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you.
Read our flexible working approach here.
Benefits
We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:
9% employer contributed pension
Generous holidays, 25 days (excluding bank holidays). Plus, the option of buying or selling up to 5 days each year!
50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
Additional optional Health and Dental insurance
Plus many more
Being yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.
We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
Hours: 35 hours (Monday – Friday)
Hybrid Working: We have a hybrid model with a virtual-first approach which means you will work from the comfort of your home with occasional travel when required.
Closing date: 10 August 2023
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