Head of Digital Domain (Household Transformation)

HEAD OF DIGITAL DOMAIN (Household Transformation)

Household very has ambitious plans to replicate the strong market position of our UK Motor business. We’ve made significant progress in pricing, PCW distribution, and MultiCover and we are now going to transform Household and build the next generation of capabilities across Claims, Digital, Data, and Propositions.

To support this ambition, we’re establishing new specialist domains that will accelerate key capabilities as part of the Household Transformation Programme, that will become areas of sustainable advantage in the future. These roles aren’t just about delivering change, they’re about building and embedding functions that will become a lasting part of how Household operates. That means setting the vision, building the team, and taking long-term ownership as the capability scales. These are foundational hires and represent the first step in building core capabilities for the future.

Responsibilities:

• Lead the digital transformation of the Claims journey — designing and delivering an end-to-end digital experience that improves customer outcomes, drives efficiency, and supports long-term strategic change.
• Support delivery of the full digital claims lifecycle — including FNOL, real-time claim tracking, customer milestones, payments, and post-claim feedback.
• Shape and own the Claims digital strategy, including tooling, platforms, customer journeys, and feature roadmap — working closely with Claims, Data, Network, and IT.
• Oversee the design and implementation of digital claims features and capabilities (e.g. self-serve, progress tracking, document upload, messaging), in line with the wider Claims transformation strategy.
• Build and manage a focused digital delivery team — including product owners, data support, and development resource— with clear goals and strong delivery discipline.
• Support broader Household digital workstreams, including mid-term amendments, Multi, and future proposition launches — ensuring alignment, visibility, and reuse where possible.
• Own the digital roadmap across Claims — making trade-offs, prioritising initiatives, and ensuring sequencing aligns with transformation timelines and business priorities.
• Embed a strong test-and-learn culture across the digital space — using funnel analysis, structured A/B testing, and data-driven decision-making to inform improvements.
• Integrate propensity modelling and personalisation into journeys to drive smarter engagement and improved outcomes.

Skills:

• Extensive experience in digital product or digital transformation roles, ideally with a focus on claims, service, or fulfilment journeys.
• Strong track record of leading digital strategy — shaping roadmaps, defining priorities, and delivering measurable customer and business outcomes.
• Experience building and leading cross-functional digital teams, with the ability to influence across technical and non-technical audiences.
• Deep understanding of user experience design, customer journeys, and platform capability.
• Proven success embedding test-and-learn frameworks and using data to iterate and scale.
• Strong collaboration and stakeholder management skills, particularly with Claims, IT, Product, and platform owners.
• Experience working with complex digital ecosystems and prioritising effectively across multiple delivery tracks.
• Strong ability to focus on return on investment — using commercial insight, business cases, and outcome tracking to shape direction and priorities.
• Comfortable leading in a transformation environment — bringing clarity, structure, and pace to fast-moving, ambiguous spaces.

Please note - we may close this vacancy early if we receive lots of applications or business priorities change.

‘’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.’’

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