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Head of Claims Product
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Head of Claims Product & Transformation | High-Growth MGA | Bristol (Hybrid) | Full-Time | £90,000 - £110,000 DOE + Bonus
About the Company
Our client is a fast-growing specialty insurance business dedicated to bringing technical excellence, operational agility, and data-led decision-making to the insurance marketplace. Operating across claims, underwriting, operations, and partner networks, they combine deep industry expertise with modern technology to deliver agile, market-leading specialty insurance programs.
As they continue to scale their operational platform and transform their service offerings, they are looking for a visionary, results-driven Head of Claims Product & Transformation to take complete ownership of their claims technology strategy and operational capabilities.
This role offers senior-level ownership and high visibility across the C-suite, serving as the definitive authority on claims product decisions, digital customer journeys, and modern claims capabilities.
About the Role
The role owns product design, backlog management, and product acceptance, providing end-to-end accountability for claims product decisions and the delivery of change. Through close collaboration with the Director of Operations and Chief Legal Officer, the role translates strategic priorities into scalable claims capabilities that improve customer outcomes, operational efficiency, and governance.
You will act as the operational bridge across claims, technology, legal integrations, and external panel firms, translating high-level strategy into a scalable, automated claims engine. Moving beyond traditional claims processing, you will champion an "Active Assistance" model designed to solve customer problems rapidly while embedding robust data, controls, and governance into system design.
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Key Responsibilities
- Own the end-to-end claims operating model and technology strategy, maintaining a prioritized product roadmap across claims systems, customer portals, legal integrations, and reporting.
- Translate complex business objectives into detailed requirements for engineering teams, driving automation to eliminate manual handling and reduce operational friction.
- Champion intuitive customer journeys and drive the "Active Assistance" model, translating legal requirements into seamless, self-service-enabled operational workflows.
- Partner with data and MI teams to define reporting frameworks, using analytics and tools like Power BI to track performance, pinpoint bottlenecks, and optimize processes.
- Serve as the definitive point of contact for claims product decisions, facilitating alignment across executive leadership, underwriting, compliance, tech, and external panel law firms.
Skills & Competencies
- Significant technical claims experience (reserves, eligibility, referrals, vulnerability) coupled with exposure to litigation, legal operations, or alternative legal services.
- Proven track record of owning a regulated product end-to-end, from initial problem definition through to measured operational improvement.
- Exceptional service design capabilities with the ability to simplify ambiguous, complex legal/claims processes into clear rules, workflows, and system controls.
- Strong commercial judgement with direct experience working alongside engineering teams and Business Analysts on workflow engines, portals, Jira, and Power BI/analytics platforms.
- Confident, respectful communication style capable of building strong consensus with senior legal, underwriting, and technology stakeholders.
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Qualifications & Experience
- Proven experience leading claims transformation, claims product management, or operational redesign within insurance, legal tech, or financial services environments.
- Direct experience building, launching, or managing digital claims portals, customer self-service journeys, or automated workflow platforms.
- Demonstrated ability to leverage data analytics and customer feedback to continuously iterate and improve product performance.
Role Details
- Full-time permanent position (35 hours per week, Monday–Friday).
- Competitive base salary accompanied by a comprehensive corporate benefits package.
- Flexible working options (Hybrid working with regular days in the Bristol office).
- High-visibility leadership position with direct oversight over the future of the company's claims ecosystem.
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