Head of Strategic Operations (all genders)

Support us in designing the insurance experience of the future. As Head of Strategic Operations, you will be a key driver of organisational efficiency, operational performance, and strategic execution. Supporting the COO, you will bridge business strategy, product development, and operational excellence across all core operational domains.

You will ensure that strategic initiatives are launched and delivered effectively and that Operations operates as a scalable, data-driven, and digitally enabled function. The position combines strategic project management, data-informed decision-making, operating model design, and cross-functional collaboration. The role also leads the development and integration of AI and automation systems within Operations to accelerate innovation, improve efficiency, and enhance customer experience. Additionally, the position includes responsibility for managing a Senior Data Analyst and an Automations Manager.

Key Responsibilities

Strategic Planning & Execution

• Translate strategic priorities from leadership into actionable plans with clear KPIs, milestones, and measurable outcomes
• Drive cross-functional initiatives with Product, Engineering, Finance, Claims, and Customer Support
• Serve as a strategic partner to the COO in shaping the future of our insurance experience

Data, KPIs & Performance Management

• Own the Operations KPI framework (e.g. CSAT, automation rate)
• Oversee Operations data governance, reporting, and insight generation
• Ensure operational decisions are grounded in robust data, insights, and root-cause analysis

AI, Automation & Digital Enablement

• Own the automation and AI roadmap for Operations together with P&E
• Oversee automation initiatives across Customer Support, Claims, Payments/Dunning, and internal workflows
• Identify high-impact opportunities for automation and digitalisation to improve efficiency and reduce operational cost

Retention Strategy

• Lead the operational retention strategy
• Analyse churn drivers and orchestrate cross-functional corrective actions
• Collaborate with Customer Support, Claims, Product to improve retention and reduce friction points
• Own insights and reporting for retention KPIs

Payments & Dunning

• Oversee and optimise operational processes related to payments, dunning and fraud
• Optimise payment operations in close collaboration with Product, Engineering and Finance
• Reduce involuntary churn through improved payment experience and automation

Operating Model & Structure

• Design and optimise end-to-end operational processes
• Build and maintain clear ownership structures (RACI, process owners, SLAs)
• Ensure process documentation, standardisation, and cross-functional alignment
• Align operational processes with GDPR, risk carrier requirements, and internal guidelines
• Manage operational risks through incident reviews, root-cause analysis, and preventive controls
• Own the OKR methodology, cadence, and quality standards across Operations

Change Management

• Lead operational change initiatives and ensure adoption across teams.
• Conduct change impact assessments and develop rollout, communication, and training plans
• Partner with Customer Support, Claims, and cross-functional leads to ensure smooth implementation
• Build a culture of transparency, adaptability, and continuous improvement