Head of Insurance Operational Excellence

Location: Remote working, with some requirement to travel to the Insurance Support Office (location tbc) and Pets at Home Support Office in Handforth (Cheshire) as required. Attendance at other national meetings, as required.

Drive Change. Build Capability. Elevate Customer Outcomes!

Join us at an exciting moment as we build and scale a brand‑new pet insurance proposition here at Pets at Home. As our Head of Insurance Operational Excellence, you’ll play a critical senior role in shaping how our insurance operation grows, driving transformation across claims, service, sales, technology and culture from the ground up.

This is a rare opportunity to influence strategy, lead meaningful change and build an operational excellence function in a fast‑scaling, pet‑centric business backed by the UK’s leading Petcare brand.

What you’ll be doing:

• Leading the strategic and operational change agenda for our growing insurance business
• Defining and delivering the operational change roadmap aligned to our annual plan and long-term vision
• Driving transformation across Claims, Customer Service and Operations, focusing on efficiency, leakage reduction, fraud prevention and automation
• Building a backlog of continuous improvement initiatives and guiding them from concept to delivery
• Championing innovation, including the adoption of AI, automation and digital tooling to enhance customer and operational outcomes
• Overseeing planning, readiness, training, communication and embedding of change across all operational teams
• Ensuring all changes meet FCA, Consumer Duty and regulatory requirements, with robust risk controls and governance
• Partnering with cross-functional teams; Pricing, Underwriting, Marketing, Tech, Compliance and our Capacity Provider to deliver joined‑up, effective change
• Leading and developing a small, high-performing Operational Excellence team

What you’ll bring:

• Proven experience within a large-scale pet insurer or general insurance organisation
• Strong background in operational change, transformation and claims optimisation
• Expertise in process redesign, automation, digital transformation and AI applications
• Outstanding stakeholder management and the ability to influence at senior levels
• Deep understanding of FCA regulations, operational risk and insurance journeys
• Comfortable working at pace, solving complex problems and navigating ambiguity
• Collaborative leadership style with a drive for continuous improvement and customer-centric design
• Desirable: Experience in start-up or scale-up environments, exposure to Salesforce or modern CRM platforms and involvement in AI-led operational change

Why this role matters:

You’ll be joining at the earliest stage of our insurance journey, with the freedom to shape how our operation runs today and scales for tomorrow. You’ll define best practice, build capability and ensure our processes deliver brilliant outcomes for pets and their owners as we grow. If you want to lead meaningful transformation in a brand‑new and rapidly expanding insurance function, this is the role to make your mark.

Ready to help build the future of pet insurance? Apply now!

Interested in joining our Insurance business but this isn’t the right role for you? Follow the below link to register your interest for upcoming roles as we build our team…

https://petsathome.cnddtid.com/66/Insurance_Business_Register_Interest

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!

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