Operational Excellence & Change Analyst - Insurance

Help Shape the Future of Pet Insurance!

We're building something exciting at Pets at Home, a pet insurance business designed around better outcomes for pets and their owners. As we continue to grow, we're looking for an Operational Excellence & Change Analyst to help identify, shape and deliver meaningful operational improvements across our business.

About the Role

This is a fantastic opportunity for a data-driven problem solver who thrives on turning insight into action. You'll work across Operations, Claims, Technology, Compliance and Commercial teams to uncover opportunities, build evidence-based business cases and support the delivery of change that improves efficiency, reduces risk and fraud, enhances customer experiences and ultimately helps more pets get the care they need.

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.

Key responsibilities will include;

• Using data and operational insight to identify high-value improvement opportunities across customer journeys, claims and operations
• Shaping and prioritising change initiatives that deliver measurable business outcomes
• Building benefit models, tracking performance and ensuring value is realised
• Supporting the delivery and embedding of operational and digital change, including automation and AI-led improvements
• Maintaining visibility of the change portfolio, reporting on progress, benefits and risks
• Working closely with stakeholders across Operations, Technology, Pricing, Underwriting, Risk and Compliance
• Helping foster a culture of continuous improvement and evidence-based decision making

About You

You'll bring experience from insurance, financial services or another regulated environment, with a track record of supporting operational change, transformation or continuous improvement initiatives.

You'll also have:

• Strong analytical skills with the ability to translate data into actionable insight
• Experience identifying efficiencies and improvement opportunities within operational or claims environments
• The ability to build business cases, quantify benefits and measure outcomes
• Excellent stakeholder management and communication skills
• An understanding of risk, governance and regulatory frameworks such as FCA, Consumer Duty and GDPR
• A proactive, curious mindset and the confidence to challenge existing ways of working

Experience with claims data, automation, AI, process improvement methodologies, portfolio management or tools such as SQL, Salesforce and data visualisation platforms would be advantageous!

Why Join Us?

This is a unique opportunity to join a growing pet insurance business at an exciting stage of its journey. You'll have real influence on how we operate, helping shape smarter processes, better customer experiences and stronger outcomes for pets and their owners.

If you're passionate about continuous improvement, driven by data, and excited by the challenge of building something new, we'd love to hear from you.

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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