Head of Digital - Motor

Head of Digital – Motor

London – Hybrid working, 2 days a week in the office

Fixed Term Contract – Until December 2025

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care, and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

Digital transformation is at the heart of our strategy, where innovative digital journeys on our app and online platforms meet talented analysts and developers. Our goal is to enhance customer engagement, streamline our digital services, and deliver significant commercial benefit. Our Digital team drives innovation and ensures our digital platforms are user-friendly, efficient, and aligned with our business goals.

We’re currently recruiting for a Head of Digital – Motor to lead our digital teams across our Motor products. With over 4 million customers across our several Motor brands (Direct Line, Churchill, and Privilege), this is a truly pivotal role within DLG - responsible for our digital customer journeys in motor – with high impact on our commercial and customer outcomes.

What you’ll be doing:

Reporting into the Director of Motor Retail, you will lead the Digital teams accountable for our motor journeys / experiences – new business quote and sale, mid-term service and amendments, renewal amends and retention, and Telematics.   We’re looking for someone who will be the thought leader for Digital initiatives across the Motor function. As Head of Digital, you will significantly influence the digital transformation of the Motor business by implementing strategic digital initiatives to build market-leading capability and results, with personalised journeys that deliver great customer and commercial outcomes. Collaborating closely with senior Commercial, Digital and IT leaders, and cross-functional teams, you will foster a culture of innovation and analytical rigor, ultimately contributing to sustainable profitability and competitive advantage within the organisation. Your impact will be felt across the business, shaping its future success.

You will work closely with the central digital team to deliver a strategic roadmap to drive digital adoption for our customers.

• Set the strategy and plans for Digital initiatives within motor to develop market-leading capability and align and support delivery of the overall motor and organisational strategy.
• Lead the team to deliver the agreed plans to maximise customer and commercial outcomes, including metrics such as click to sale, retention rate, and customer NPS scores – balancing both short-term and long-term objectives.
• Continuously prioritise plans and activity for the team, ensuring required resources are in place to maximise value.
• Actively monitor KPIs and their impacts on customer and commercial outcomes, quickly taking action where necessary.
• Build and develop a highly skilled and engaged team.
• Embed a culture of innovation, with rapid test and learn at the heart of all we do, with great analytical rigour to create competitive advantage.
• As a key member of the Motor Retail leadership team, help set and deliver the wider motor strategy and plans.
• Work collaboratively with colleagues from across the business to deliver plans – including other digital teams, IT, Commercial, Data, Retail Pricing and Manufacturing.
• Work with other areas of the business to create and deliver a roadmap across “upstream” activities (including documents, SMS, email, push notification, Myaccount/App) and “downstream” communication (Webchat, Virtual assistant) that support our business objectives and deliver great customer and commercial outcomes.
• Ensure a strong control and governance framework is in place – ensuring digital initiatives consistently meet legal, regulatory, and internal requirements.
• Maintain an excellent understanding of external developments (market, competitors, technological advancements).

What we’re looking for:

• Strategic thinker with the ability to translate this into a clear strategy and plans.
• Passionate about innovating, creating, and continuously improving capability for commercial and customer benefit.
• Proven track record of initiating and delivering rapid test and learn activity, informed by customer research and data insight, delivering significant customer and commercial value.
• Ability to clearly communicate and summarise complex topics. Happy to deliver contrary or unpopular advice to leaders.
• Evidence of successfully leading and developing a team.
• Experience interacting effectively with a wide variety of individuals, both technical and non-technical.
• Good knowledge of the latest digital tools and technologies.
• Experience of leading a digital team is desirable.

What we’ll give you in return
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle. Our core benefits include:

• Flexible and generous annual leave - 30 days. You also have the option to buy or sell up to 5 days each year too to suit you the way you want it to!
• 9% employer contribution into your pension – regardless of whether or not you pay into the pension plan. You can also opt to take this is a cash benefit instead.
• Annual bonus  - dependent on personal and company performance
• Free private medical cover for you!
• 50% off home, motor and pet insurance
• Free travel insurance and free Green Flag breakdown cover
• Life assurance
• Income protection
• Access to company car and cycle to work schemes
• Retail discounts to your everyday shopping needs!

Ways of Working

Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. However, we do expect our team to be in the office a for a minimum of 2 days per to engage, collaborate, solve problems and innovate face to face. Read our flexible working approach here

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We’re proud of who we are, of what we do, and what every single one of us brings. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.

Together we’re one of a kind.

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