Head of Product - Digital Servicing

Description

This is the Job

We have an exciting opportunity for a Head of Product - Digital Servicing to join CTO Product, reporting directly to the Product Director, Service & Operations.

You will own the product vision, direction and priorities for Service Digitisation, translating strategic objectives, operational requirements and customer needs into a clear roadmap and prioritised backlog. Your focus will be on creating simple, joined up digital servicing journeys that enable customers to self-serve quickly and confidently, while reducing avoidable contact and improving operational efficiency.

This is a Senior Product leadership role and will best suit someone already operating at Head of Product or equivalent level within a complex digital environment. You will lead multiple Squads within the Lab and develop Product Owners, while working closely with senior stakeholders across Product, Engineering, Architecture, Operations, Test and Delivery. You will be expected to connect customer experience, digital adoption and operational performance, balancing immediate priorities with technical sustainability, governance, risk and commercial value.

Responsibilities

• Own the product vision, strategy, roadmap and prioritised backlog for Service Digitisation, with accountability for ensuring investment delivers measurable customer, operational and commercial outcomes
• Lead multiple Squads across the Lab, setting clear product direction and developing Product Owners through coaching, objective setting, performance management and capability building
• Shape the end-to-end digital servicing experience, identifying opportunities to increase self-service, reduce customer effort and lower unnecessary demand into assisted channels
• Lead products and customer journeys from discovery through delivery, launch and optimisation, ensuring benefits are clearly defined, measured and continuously improved
• Partner at senior level across Engineering, Architecture, Operations, Test and Delivery to balance customer value, operational needs, technical sustainability, risk and delivery constraints
• Influence senior stakeholders and investment decisions through clear product thinking, data and transparent prioritisation, while providing visibility of progress, risks, dependencies and trade offs
• What Do I Need?
• You’ll Bring
• Significant Product leadership experience within a large, complex digital or technology environment, with clear accountability for product direction, prioritisation and delivery across multiple teams or Squads
• Demonstrable experience leading and developing Product Owners or Product Managers, including coaching, objective setting, performance management and capability building
• Strong experience designing and improving digital customer journeys within customer servicing, account management, self-service or other high volume transactional environments
• A strong understanding of customer facing service operations and how digital products can improve customer experience, increase self-service and reduce operational demand
• Clear evidence of using Product and technology to deliver measurable customer and business outcomes, such as increased digital adoption, reduced customer effort, improved retention, reduced contact volumes or lower cost to serve
• Proven ability to influence senior stakeholders, navigate competing priorities and make commercially informed decisions across customer, operational and technical considerations

Requirements

• Experience working within a large-scale servicing, contact centre, customer facing or operationally critical environment, with familiarity with measures such as digital adoption, contact volumes, channel shift, customer satisfaction and cost to serve
• Experience across digital account servicing or self-service journeys such as identity and authentication, payments, renewals, policy management or conversational channels
• Experience operating within a regulated environment where product decisions need to balance customer outcomes, operational resilience, risk and compliance
• Additional Information
• Belonging at The AA
• At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.
• Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.
• Driven by People, Rewarded by Benefits
• We believe in rewarding our people. That's why we offer a comprehensive benefits package including;
• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme
• LI-HH
• LI-Hybrid
• Company Description

Conditions

Employment Type: Permanent, Full Time

Benefits

• Annual bonus, cash car allowance and private medical insurance
• Take ownership of the product direction for Digital Servicing, shaping how customers interact with The AA across critical servicing journeys
• Lead the development of simpler, more joined up digital experiences that increase self-service, reduce customer effort and improve operational efficiency
• Influence product and technology priorities across Product, Engineering, Architecture, Operations and Delivery, while developing Product Owners and strengthening capability across the Lab
• For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5 star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. This has been recognised by The Sunday Times Best Places to Work for the last two years.