Senior Product Manager (Customer and Control)

Are you passionate about delivering great customer outcomes, championing the voice of the customer, and ensuring robust product governance?

We’re looking for an analytically minded Senior Product Manager to lead our Travel Insurance compliance reporting agenda, whilst also driving improvements in customer outcomes through insight-led action.  You’ll be part of a dynamic team shaping the future of travel insurance, ensuring our products continue to deliver fair value, strong commercial results and outstanding customer outcomes under Consumer Duty.

This is a high-impact role where you’ll own the frameworks that ensure reliable data, robust governance and consistent high-quality insight that supports informed decision-making at every level.

This role suits an analytical thinker who can connect numbers to outcomes, translating complex data into clear insight that drives continuous improvement and strong results.  You will work across the business to identify and manage risks, lead customer-focused initiatives, and ensure our products are compliant, safe, and trusted. 

This is great opportunity to be part of a collaborative and forward-thinking team, with the ability to influence strategic decisions and drive meaningful change.

Main Duties

• Lead key governance and regulatory reporting processes such as Fair Value Assessments (FVAs), Customer Outcomes MI (COMI), FCA General Insurance Value Measures (GIVM), ensuring reporting is compliant, accurate and timely
• Develop and maintain regular, robust reporting for customer performance with tolerances where appropriate
• Work closely with Finance, Pricing, Risk, Claims, Data Insights and IT to maintain and enhance reporting processes, ensuring high standards of governance and strengthening the link between MI and strategic decision-making
• Manage Travel Product risk and controls
• Monitor and report on product performance and customer outcomes
• Translate complex data including customer feedback, complaints, and research into actionable insights that supports strategic decisions and drives good customer outcomes, whilst balancing commercial performance
• Drive measurable improvements in customer satisfaction and product understanding
• Represent Travel Product and champion the customer perspective in product decisions and governance forums
• Support the Head of Product and wider Travel function in proactively responding to the evolving regulatory environment
• Inspire and educate Product Managers, fostering a data-driven and customer-first culture

Key Skills, Qualifications and Experience Required

• Strong understanding of regulatory requirements in insurance including deep understanding of FCA Consumer Duty and regulatory reporting requirements and metrics (GIVM)
• Strong analytical or data-driven background with the ability to interpret data and drive decisions
• Experience in insurance, financial services or product management
• Proven ability to use MI and insights to inform decisions and improve customer outcomes
• Excellent stakeholder management and communication skills with the ability to simplify complex analysis into actionable insight
• Proven ability to lead cross-functional initiatives
• Ability to lead through others, coach and develop team members, and drive collaboration
• Familiarity with customer research and insight mechanisms
• Organised and able to manage multiple priorities

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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