Head of Claims Digital Learning and Machine Learning

Head of Claims Digital Learning and Machine Learning

Head of Claims Digital Learning and Machine Learning

Apply locations: London - Riverbank House, Bristol - The Core, Glasgow, Leeds

Time type: Full time

Posted on: Posted 3 Days Ago

Job requisition id: R-18215

At Direct Line Group (DLG), 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.

In July 2024, DLG announced a refreshed strategy with the objective of establishing DLG as the customers’ insurer of choice and delivering profitable growth. Claims has been one of our historic strengths at DLG and is a substantial source of competitive advantage and opportunity for the overall Group. The function managed c.1 million claims and c. £2.2 billion of claims spend in FY22. Our ambition in Claims is to lead in customer excellence and ease, indemnity control and cutting edge Claims technical excellence.

This new role will be accountable for delivering the Claims digital and machine learning model strategy, embedding enhanced digital, analytic, automation and multi-channel capabilities to claims resolution and management.

The Head of Claims Digital and Machine Learning will drive a collaborative and effective working partnership across all functions within Claims and the broader DLG organisation. This includes the Product areas (Motor and Home & Growth), Technology, Digital, Data science and aligned teams, and relevant Transformation and change teams.

You will be a key enabler and advancer of Claims digital and machine learning, use cases, prioritisation and delivery. This will be in parallel with, and in support of, the current/future Group digital transformation strategy to create an omni-channel, multi-channel approach to claims resolution.

Key Accountabilities:

1. Establish a number of Claims Data Managers, tasked with ensuring claims data integrity, model refresh and performance as well as identifying additional Claims data enrichment opportunities.
2. Support the overall Target Operating Model programme and execution, delivering enhanced digital, automation, analytic and multi-channel capabilities to claims resolution and management.
3. Coach and develop the team to build potential, maximise performance and create a high performing, highly engaged leadership team. Ensure robust succession plans are in place to support leadership development, future skill requirements and operational continuity.
4. Work collaboratively across the broader DLG organisation and with senior stakeholders, to shape, deliver and embed the Claims digital transformation strategy and to ensure the realisation of digital and automated capabilities across Claims.
5. Ensure that a strong risk management culture, and appropriate risk management and controls processes are actively maintained across the digital and machine learning portfolio. This includes compliance with the rules, requirements, and principles of the Financial Conduct Authority (FCA), Prudential Conduct Authority (PRA) and any other legal/regulatory/risk management framework.
6. Focus on delivering good outcomes for our customers across Claims, ensuring processes, controls and the overall culture align with Principle 6 (Treating Customers Fairly) and Consumer Duty requirements.
7. Identify, own and manage the risks involved in running our business appropriate to your role, in line with the Direct Line Group risk framework.

What we're looking for:

• Significant subject matter expertise in Claims digital and machine learning, including shaping, delivering and embedding this into business operations.
• In-depth insight into emerging functional and industry responses to increased digitisation and associated changes in customer demand.
• Extensive experience in developing and leading innovative digital transformation strategies and delivery within large-scale operational environments in financial services.
• Strong data numeracy and analytical capabilities – across complex financial and operational planning and performance data – coupled with innovative and critical thinking.
• Experience of supporting large scale change management and working in complex organisations undergoing major transformation.
• Ability to proactively manage business risk and ensure compliance remains at the forefront of the business operation.
• Well-connected and externally focused view across relevant external industries.
• Alignment with our DLG Leadership Capability framework with a continuous improvement mindset to drive the right outcome for our customers.

Ways of Working:
Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a ‘best of both worlds’ approach combining the best parts of home and office-working. This role will be based in one of our main offices c.2 days per week (some weeks, 3).

Benefits:

• 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 – up to 20%.
• 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!

Being yourself:

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.

Every person, team, Squad, Tribe, and Chapter, across every business that makes our Group. And we’re happy to say we’re customer obsessed. 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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