Product Manager - Claims and Operations

Salary: £90,000 - 90,000 per year

Requirements:

• Degree level qualification or equivalent professional experience within a relevant discipline
• Proven product strategy leadership
• Demonstrated agile delivery expertise
• Strong customer experience advocacy
• Excellent stakeholder management and influencing skills across technical and non-technical audiences
• Strong workshop facilitation and requirements gathering capability within complex business environments
• Exceptional written and verbal communication skills with the ability to present information clearly and confidently
• Experience working within Agile delivery frameworks and managing competing priorities effectively
• Commercial awareness with the ability to evaluate business value, benefits, costs and trade-offs
• Strong analytical and critical thinking skills with a data-driven approach to decision making
• Collaborative mindset with proven experience working across product, design, engineering and business teams
• Commitment to continuous learning and keeping pace with digital trends, technologies and market developments
• Experience using product management and delivery tools, alongside a solid understanding of digital analytics and customer experience measurement

Responsibilities:

• Define, shape and deliver servicing experiences that support customers throughout their journey
• Manage product priorities, develop roadmaps and collaborate with product, technology, design and business stakeholders to deliver customer-focused solutions
• Translate strategic objectives into measurable outcomes that improve customer experiences, increase operational efficiency and support business performance
• Develop and communicate the medium to long-term product strategy for telephony and contact centre experiences, aligning customer value with business objectives
• Lead ideation and product shaping activities across agile delivery cycles, ensuring initiatives are ready for development and delivery
• Own the servicing experience product roadmap, delivering incremental enhancements that support strategic outcomes
• Manage and prioritise the product backlog, balancing stakeholder needs, customer outcomes and business value
• Analyse customer journeys, operational processes and performance data to identify opportunities for optimisation and improvement
• Act as the voice of the customer throughout the product lifecycle, ensuring solutions deliver exceptional user experiences
• Create and maintain epics, feature maps and supporting product artefacts that enable effective delivery planning
• Lead journey planning activities, managing dependencies, risks and delivery considerations across complex initiatives
• Partner with design, engineering and business teams to translate customer needs into clearly defined user stories and requirements
• Monitor industry developments, competitor activity and emerging trends to inform future product opportunities

Technologies:

• Support
• Product Manager

More:

hackajob is partnering directly with Vitality to hire for this role. We are part of the UK Member Claims & Plan Servicing Product team and offer a hybrid working pattern with 2 days per week in our Bournemouth, London or Stockport office. This is a full-time role at 37.5 hours per week, and we are happy to discuss flexible working. We offer bonus schemes, a pension of up to 12% with matching contributions up to 6% of salary, our award-winning health insurance with its own rewards and benefits, and life assurance at four times annual salary. We are committed to helping you be your healthiest, supporting your career growth, giving you flexibility in how, where and when you work, and creating an environment where you belong and can be your best self. We also aim to provide challenge and support, reward performance, and offer opportunities to make a positive impact in society.

last updated 35 week of 2026