Director of Digital Operations and Product

As Allianz UK continues to transform the way we serve our customers, this role will lead our newly established Digital Operations & Product function within the Customer Division. You will be responsible for driving the delivery and adoption of digital, product and AI capabilities across customer sales, service and retention, enhancing operational efficiency, supporting sustainable growth, and creating exceptional customer experiences.

Leading a team of digital and product professionals, you will define and execute Allianz UK's digital product strategy across our web, mobile and AI-enabled customer channels. The role will have accountability for optimising critical customer journeys, championing innovation, and accelerating our evolution from traditional support models towards a seamless, digital-first and self-service experience over the next two years.

Location: This role is be based in our London Bishopsgate office on hybrid model with 50% of your time in our London office.

Salary Information

Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

About You

• You lead a c.70 FTE Digital Operations and Product function across digital servicing operations, digital product management, digital strategy and portfolio, and performance management.

• You define and deliver a clear digital operations and product strategy, enabling the business to shift customer support from around 20/80 online/offline to closer to 80/20 online/offline in the next two years.

• You oversee digital product strategy across Retail and Broker, working closely with AzS and Claims to deliver connected sales, service, retention and cross-sell journeys.

• You shape MyAllianz as the hub for core customer journeys, ensuring digital servicing channels including email, live chat, bots and self-serve are aligned to the customer contact strategy.

• You establish and lead a community of practice, working with Transformation to embed agile value stream ways of working and manage continuous delivery across the Customer Function.

• You partner with business areas to prioritise digital and AI initiatives that improve productivity, reduce cost to serve and deliver better customer outcomes.
• You govern performance and optimisation across core journeys, using insight, funnel performance and customer data to identify opportunities for growth and continuous improvement

• You work to a clear empowerment principle, ensuring teams closest to short-term trading, retail continuous improvement, and product or pricing changes remain accountable for delivery while aligning to the wider digital strategy.

• You lead change at scale, creating clarity, momentum and engagement across a complex, matrixed environment.

• You translate digital, operational and commercial priorities into actionable roadmaps that support growth, retention, service efficiency and customer advocacy.

Essential Skills

• Proven experience leading digital product, digital operations or customer transformation at scale within insurance, financial services or another complex regulated environment.

• Strong product leadership capability, including experience building digital capability, shaping product strategy and leading multidisciplinary teams.

• Demonstrable experience delivering large-scale digital change, ideally including migration from assisted or offline channels to digital self-serve, straight-through processing and lower cost-to-serve models.

• Strong understanding of AI-enabled customer experience, digital servicing channels, contact strategy and automation opportunities.

• Experience leading agile value stream or continuous delivery models, with the ability to establish communities of practice and embed effective governance.

• Ability to navigate complexity and ambiguity, setting a clear direction while empowering teams to deliver at pace.

• Excellent stakeholder management and influencing skills, with the ability to align Executive stakeholders, Transformation teams and empowered business teams around shared outcomes.

• Strong analytical and commercial judgement, with the ability to use customer, operational and funnel performance data to prioritise investment and optimise journeys.

• Confident communicator with credibility at senior leadership level and the ability to simplify complex digital, operational and AI topics for different audiences.

• A proactive, delivery-focused mindset with the ability to balance strategic ambition, customer outcomes, operational effectiveness and commercial priorities.

We support the government scheme “Access to Work” please feel free to ask us about the access to work scheme.

Desirable Skills

• Experience of leading web, app, portal or digital platform strategy, ideally including customer account hubs such as MyAllianz or equivalent propositions.

• Experience working with AI-enabled transformation, conversational AI, bots, live chat or intelligent automation in a customer servicing environment.

• Experience partnering across retail, broker, claims, operations, technology and transformation teams to deliver shared digital outcomes.

• Knowledge of insurance customer journeys across sales, service, retention and cross-sell.

• Experience leading or contributing to performance management and optimisation across digital funnels and core journeys.

• Responsible Artificial Intelligence usage, including awareness of ethical, customer and operational considerations when deploying AI-enabled capability.

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

• Flexible buy/sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Inclusive Support & Accessibility

At Allianz, we are committed to fostering building an inclusive, accessible workplace where everyone can thrive. As a Disability Confident employer, we welcome applications from disabled and neurodivergent candidates and offer tailored adjustments throughout the recruitment process and in the workplace, whether that’s assistive technology, ergonomic equipment, flexible working arrangements, mentoring or coaching. We want to encourage candidates to speak with us about any adjustments they may need. We’re here to support you.

If you have a disability or long‑term health condition and meet the essential criteria, you can choose to be considered through our Offer an Interview Scheme.

Contact our Resourcing team to opt into this scheme or for any assistance with during the recruitment process including larger text, hard copies, or spoken applications. Hr-recruitment@allianz.co.uk 

For any inquiries or to submit your application, please contact: Conor McCourt 

Closing date 28th August 2026

We reserve the right to close the advert early if we reach enough applications.

Join us - Let’s Care for Tomorrow.

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