Retention Transformation Lead

Retention Transformation – Who are we?

We are a newly formed team within UK Motor Product, established to drive strategic and operational improvements in customer retention, directly supporting the OKR to deliver a 3ppt uplift in Motor retention performance.

Our mission is to embed retention as a core business priority, moving beyond short-term fixes to build long-term value and competitive advantage. We operate across multiple time horizons - delivering tactical interventions today while shaping the strategic roadmap for tomorrow.

About the Role

We are looking for a strategic and data-driven individual to support the strategy to increase customer loyalty and reduce churn across UK Motor insurance and beyond. This role works cross functionally to manage and lead short & long-term initiatives to support and enhance the customer experience and implement innovative retention strategies. We’re looking for someone who is passionate, proactive, results driven and would enjoy being part of building our approach and driving initiatives that really make a difference to the customer and business retention objectives.

Key Responsibilities

Strategic Leadership & Innovation

• Support the development and delivery of the retention transformation strategy in line with business goals and customer expectations
• Drive innovation through ideation, testing, and rapid learning cycles
• Adapt strategies based on customer feedback and market changes
• Monitor market trends and competitor activity to inform strategy

Customer Experience & Engagement

• Lead customer-focused initiatives to improve loyalty and reduce churn
• Use customer insights, feedback and complaints to identify retention opportunities
• Support initiatives to ensure consistent customer experience across channels and touch points

Cross-Functional Collaboration, data insights and regulatory alignment

• Collaborate across teams including Loyalty, Customer Service, Claims, Multi, Pricing, Marketing, and IT to align retention efforts
• Work with data/analytics teams to identify retention opportunities and obtain insights to  predict churn and personalise retention efforts
• Ensure compliance with regulatory requirements (e.g. FCA pricing reforms)
• Communicate retention plans and performance metrics to Senior stakeholders (incl. UKILT & EUI Board)

Key Skills Required

Essential

• A dynamic individual who is good at building relationships, providing clear direction and earning trust
• Proactive, results driven, and strong organisational skills
• Strong stakeholder management and leadership skills
• Excellent verbal and written communications skills
• Skilled in problem solving and using analytics to generate insights and data-driven decisions
• A customer-first mindset with a strong ability to develop and implement long-term strategies for improving customer experience
• Ability to produce and manage roadmaps to align with business plans and strategy
• Ability to work on multiple priorities, manage competing deadlines and co-ordinate projects from initiation to completion

Desirable

• Good understanding of UK Motor business and areas impacting retention such as operations, pricing, communications etc
• Experience in influencing senior stakeholders and decision-making committees
• A strategic thinker who can help shape the bigger picture and at the same time drive the execution and detail of projects

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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