Digital Performance Lead

Join our dynamic Travel Operations leadership team as the Digital Performance Lead. In this pivotal role, you will own the vision, strategy, and delivery of our online customer journey, including the Portal and Quote experience. You will drive improvements in portal usage, online conversion, customer experience, and value optimisation, ensuring our digital roadmap aligns with customer needs and business goals. This role reports to the Head of Travel Operations.

Key Responsibilities

• Set and Communicate Strategy: Define and articulate the online product vision and strategy, ensuring alignment with overall business objectives and customer needs.
• Roadmap Ownership: Prioritise and manage the product backlog, coordinating with IT and business stakeholders to deliver impactful changes.
• Customer Advocacy: Represent the voice of the customer in all product decisions, ensuring an effortless and engaging digital experience.
• Performance Management: Analyse and communicate management information (MI) using analytics tools; track performance against targets and identify opportunities for improvement.
• Continuous Improvement: Drive ongoing enhancements to the online journey, leveraging data and stakeholder feedback to optimise retention, value, and service.
• Stakeholder Engagement: Build strong relationships across Travel Operations and partner teams to ensure effective collaboration and delivery.
• Change Leadership: Support and coordinate IT change initiatives, ensuring requirements are clear and customer-centric.
• Team Leadership: Lead and develop team members as required, fostering a culture of innovation, accountability, and growth.
• Conflict Resolution: Serve as an escalation point for resolving product-related conflicts and challenges.
• Business Case Development: Build robust business cases for new initiatives and monitor their success post-implementation.

Key Performance Indicators (KPIs)

• Online conversion (Policy sales and Add on’s) and containment rates
• Customer satisfaction and Net Promoter Score (NPS)
• Portal usage and engagement metrics
• Delivery of roadmap initiatives on time and within scope
• Achievement of agreed OKRs and contribution to EUI targets

Experience & Skills

Essential

• Proven experience in digital product management or a related field
• Strong customer focus and advocacy
• Excellent written and verbal communication skills
• Effective interpersonal skills; able to influence and collaborate at all levels
• Demonstrated ability to manage multiple projects and priorities simultaneously
• Analytical mindset with experience using MI and analytics tools
• Strong business acumen and understanding of digital customer journeys
• Experience in backlog management and agile delivery
• People management and team leadership experience
• Confidence to challenge existing practices and drive change
• Ability to develop and monitor business cases
• High attention to detail and commitment to quality
• Willingness to learn, adapt, and embrace change

Desirable

• Experience analysing and refining business processes
• Experience setting and executing product or business strategy
• Ability to interpret MI to drive change and tell a compelling story
• Familiarity with compliance requirements in a regulated environment

What We Offer

• Opportunity to shape the future of digital travel experiences
• Collaborative and supportive team environment
• Professional development and growth opportunities

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

Ready to make an impact? Apply now to join our Travel Operations leadership team as Digital Performance Lead.