Strategic Delivery Lead - United Kingdom - First Central Services

Description

Location: Haywards Heath, Home Office (Remote) or Manchester Salary: Between £50,000 to £60,000 - Depending on experience Department: Customer & Operations Closing date: 18 October 2023

We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it's the people inside and outside our business that power us. They make us stand out, help us succeed. We're ambitious. We're growing. We've won awards.

Strategic thinker with the ability to look at the bigger picture - sound like you? Happy to roll your sleeves up and get stuck in with the confidence to present in front of senior leadership and the board? Then how about joining us in this newly created role as a Strategic Delivery Lead in either Haywards Heath, West Sussex or Salford Quays, Manchester reporting to our Head of Strategic Delivery.

You'll be responsible for the execution and delivery of our Customer Vision and Strategies, in collaboration with the Head of Strategic Delivery and Customer Senior Leadership Team. You'll be supporting the strategic planning, scoping and shaping of initiatives aimed at enhancing the customer experience and optimising customer engagement.

Have you got a key eye for detail? We need you to ensure the successful implementation of strategies that will drive customer satisfaction and our business growth further. We want to reach new heights and be the best in delivering a fantastic customer experience.

Working flexibly, you'll spend most of your time working from home, with a day a week in the office (so living close to Haywards Heath, West Sussex or Salford Quays, Manchester would be perfect). But of course, it's your choice - if you prefer to be in the office more - that's good with us too.

And our success? Well, that's entirely down to our talented people, who we know, are our biggest asset. Check out our Glassdoor page to see what our employees think about working here.

Job responsibilities:

• Work collaboratively with the Head of Strategic Delivery (Customer) and Senior Management team to develop and refine the Customer vision and strategies, in line with the organisation's growth and diversification strategy and enterprise objectives
• Drive customer innovation, prioritizing customer-centricity and leverage emerging technologies, data analysis and customer insights to drive strategic advancements within the business
• Collaborate with the Customer Insight team, analyse customer data and feedback to shape strategies and drive improvements across customer outcomes and satisfaction
• Plan and co-ordinate technical and non-technical strategic change within Customer from problem and idea through delivery planning, building investment cases where necessary, in alignment with strategic roadmap requirements.
• Liaise with cross-functional teams to execute strategic initiatives and monitor progress of delivery in line with the wider strategic plan and impacts on key partnership arrangements, raising any opportunities, potential issues and seeking resolution to these
• Convey the strategic vision, direction and plan to key stakeholders within FCG Executive Committee and entity Boards and provide regular progress updates.
• Ensure any changes to customer practices and processes are compliant with all regulatory requirements (including Consumer Duty and Vulnerable Customer), and policies, risk and control registers are up-to-date and fit for purposeas appropriate
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
• To lead a team, conducting the full range of people management duties (performance management, recruitment etc) as well as b uilding the team's skillset and capability
• Any other reasonable duties

Experience & knowledge:

• Proven experience in strategic planning, change management and team leadership
• Demonstrable track record of delivering change and leading teams towards successful outcomes
• Proven experience of effectively delivering presentations to the Executive Committee and Board of Directors
• Knowledge of customer experience sector including consumer and market trends and customer technologies
• Knowledge of FCA regulations and requirements

Skills & Qualifications:

• Good time management and organisation skills
• Strong analytical skills with the ability to derive insights from data
• Storytelling and ability to present ideas and trends in an engaging manner
• Workshop design and facilitation
• Ability to think in a structured way to solve problems and capitalise on opportunities
• Excellent communication skills, both verbal and written with the ability to present complex issues to a wide range of stakeholders

Behaviours

• Customer focused with the ability to help deliver an organisational-wide customer centric strategy
• Results oriented and focused on achieving goals
• A willingness to be patient with the change process, understanding that large and complex change will take time to deliver
• An agile approach and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities
• Self-motivated and enthusiastic
• An organised and proactive approach
• Ability to work on own initiative and as part of a team
• A flexible approach and positive attitude
• Strives to drive business improvements to contribute to the success of the business

What can we do for you?

People first. Always. We're passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that's what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you'll enjoy, take a look at all our perks in full here .

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we're offering, so feel free to get in touch.

We're happy to discuss flexible working during the recruitment process.

As part of our Women in Finance Charter pledge, we've committed to having 30% of women in leadership roles by the end of 2023.

86% of people would recommend a friend to work at First Central

Simply Health Cash plan. Reclaim the cost of your eye tests, dental, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe

We're passionate about it. Everyone gets a paid day off annually to volunteer

Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We're flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days' leave so you can deal with life stuff. We'll support you