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Claims Digital Transformation Team

Job Description

Job Description

Responsible for the development and implementation of the Digital Repair Journey to help identify, scope, test and evaluate compelling new propositions, whilst also managing the existing product portfolio taking into account products and processes that are at different stages of their life cycle, assessing their continued fit and refining accordingly.

To develop a comprehensive understanding of what our current and future consumers want and need including working with the Claims Digital Transformation Team to understand the required end to end customer online journey and supporting the vision.

Key Accountabilities


  • Achieve/exceed key customer metrics, ensuring that the customer experience is at the heart of everything we do, treating customers fairly at all times.

  • Use appropriate judgement to deliver excellent performance through your team, in line with the Direct Line Group values and BehaviOURs.

  • Ensure you take ownership for your own and your collective team resource so it is utilised to meet customer demands and achieve business SLA's.


  • Create an environment that brings out the best in you and your team, by living the DLG BehaviOURs.

  • Support the development of our people through engagement and feedback to your People Manager.


  • Define and manage an innovative and customer-focused product development backlog. Continually prioritise the product backlog using transparent business value measurements. Track the lead time of backlog items to ensure business need is being met in a timely fashion.

  • Own the Digital Repair vision, strategy and roadmap. Ensuring that priorities and stakeholder expectations are aligned to this and that it remains achievable.

  • Build trust with stakeholders and help them to understand agile processes so they can get the most value from the product team's communication. Use data to help the stakeholders understand business value. Hold workshops with stakeholders and the development team to identify the Minimum Viable Product (MVP).

  • Ensure that appropriate prioritising, planning, resourcing and contingency for customer and end user issues are integrated into programme and resource plans so they are central to delivery.

  • Collaborate with internal partners to drive the agenda across MN&ES and CSSC.

  • Show self-motivation to shape the Digital Repair Strategy, drive change, and deliver positive outcomes for the business and customers.

  • Work with the development teams to define a clear product backlog that will increase both the level of automation and agility.

  • Maintain governance against the programme ensuring that all relevant forums are successfully prepared and passed whilst ensuring they are managed against plan.

  • Help to continuously communicate the vision to all levels of stakeholders across the business. Use the vision to help motivate all members of the product team by providing purpose.

Candidate Description

  • A focus on outcomes not outputs, and a knack for helping a team solve a problem rather than delivering on a spec.

  • Quickly understand motor repair processes and redesign in a digital way, gaining insight and buy in from stakeholders.

  • Requirements

  • Experience of working on Agile Product deliveries.

  • Knowledge of Scrum and Agile Software Development Methodology, e.g. Jira, Confluence.

  • A demonstrated methodical approach to analysis with commercial awareness.

  • Experience in delivering multiple projects with specific outputs and deadlines.

  • Leadership skills to motivate the Product team to complete on time.

  • Able to work collaboratively to align plans and manage challenges.

  • Experience of designing operational processes for the running and maintenance of products or services throughout their product life cycle.

  • You can demonstrate a working understanding of design, technology and data principles.

Application Description

Digital Motor Repair Lead 14-18 Cadogan Street, Glasgow, G2 6QN Churchill Court, Bromley, BR1 1DP Churchill Court, Bromley, BR1 1DP Stechford Retail Park, Birmingham, B33 9AL The Bloc, Manchester, M2 3AW The Core, Bristol, BS1 6JX The Mere, Doncaster, DN4 5PL The Wharf, Leeds, LS1 4AZ Permanent Full time Ref:R-12246

Employer Description

Direct Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work.

We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you're more than a CV, and the things that make you, you, can bring real potential to DLG.