Product Manager - Claims & Operations

Salary: £70,000 - 70,000 per year

Requirements:

• We need a degree-level qualification or equivalent professional experience within a relevant discipline.
• We need excellent stakeholder management and influencing skills across technical and non-technical audiences.
• We need strong workshop facilitation and requirements gathering capability within complex business environments.
• We need exceptional written and verbal communication skills, with the ability to present information clearly and confidently.
• We need experience working within Agile delivery frameworks and managing competing priorities effectively.
• We need commercial awareness with the ability to evaluate business value, benefits, costs, and trade-offs.
• We need strong analytical and critical thinking skills with a data-driven approach to decision making.
• We need a collaborative mindset with proven experience working across product, design, engineering, and business teams.
• We need a commitment to continuous learning and keeping pace with digital trends, technologies, and market developments.
• We need experience using product management and delivery tools, alongside a solid understanding of digital analytics and customer experience measurement.

Responsibilities:

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

Technologies:

• Support
• Product Manager

More:

We are Vitality, a multi-award-winning UK insurance brand with a strong purpose and values-driven culture. We have been recognised as one of Glassdoors Best Places to Work 2026 and a Top 10 Place to Work in the Sunday Times Awards in 2024. We offer a hybrid working pattern with two days per week in our Bournemouth or Stockport office, a full-time 35-hour week, and flexible working discussions. Our benefits include bonus schemes, a pension of up to 12% with employer matching up to 6%, Vitality health insurance, and life assurance worth four times annual salary. We are committed to helping our people be healthy, happy, supported, and able to grow, and we welcome applications from people of all backgrounds. We also offer opportunities to work for a business that makes people healthier, enhances and protects lives, and contributes positively to society and the environment.

last updated 33 week of 2026