Vice President - Digital Customer Platforms

As Vice President, Digital Customer Platforms, you will lead the evolution and operational excellence of Great Eastern's customer-facing digital platform portfolio, shaping the digital experiences that power customer servicing, engagement and loyalty. Working within the Group's digital platform strategy, you will shape and execute the platform roadmap, evolving a portfolio of digital capabilities into a scalable, reusable platform that enables straight-through servicing, accelerates innovation, supports cross-market consistency and provides the foundation for AI-enabled customer experiences. Operating at the intersection of business, product and technology, you will co-own platform architecture and technology direction with Group IT and lead end-to-end platform delivery, service management and operational execution. You will partner closely with the Digital Distribution Platforms team, Group Data & AI, Operations, Compliance and business stakeholders to deliver secure, reliable and customer-centric digital experiences. Key Responsibilities · Shape and execute the platform roadmap, evolving the customer platform into a scalable, reusable foundation that supports servicing excellence, business growth and cross-market consistency. · Transform customer servicing and engagement across policy, claims, and related journeys by increasing straight-through processing, reducing manual touchpoints and embedding rewards, value-added services, contextual experiences, next-best-action and assisted conversion to improve customer experience, retention and lifetime value. · Own end-to-end product and platform delivery, leading the full lifecycle from discovery and solution design through implementation, testing, release and continuous optimisation, with disciplined governance and prioritisation across competing initiatives. · Co-own platform architecture and modernisation with Group IT, driving API-first architecture, headless content management, reusable services, modern front-end capabilities and cross-market convergence through configurable localisation within regulatory and data-residency requirements. · Strengthen platform operations through robust service management, observability, incident management, SLA governance, operational resilience and continuous improvement to ensure platform reliability and business continuity. · Co-lead the customer-facing AI transformation with Group IT and Group Data & AI, identifying and delivering conversational AI, agentic AI and intelligent automation capabilities that simplify servicing and enhance customer engagement. · Own the construct and operations of corporate website, modernising it through component-based templates, reusable content models, shared design systems and omnichannel publishing capabilities that improve governance and drive consistency across markets. · Build a high-performing digital customer platform organisation, fostering strong product management, cross-functional collaboration and strategic vendor partnerships to ensure platform investments deliver sustainable business value. We are looking for people who · Think strategically about digital platforms and understand how reusable platform capabilities enable scale, innovation and superior customer experiences. · Have a strong track record of leading customer-facing digital platforms, combining product ownership with disciplined execution across complex digital ecosystems. · Demonstrate balanced commercial, customer and technology judgement, making sound decisions across user experience, operational resilience, platform investment and regulatory considerations. · Bring broad technology fluency across modern digital architecture, including APIs, cloud, microservices, headless platforms, data, analytics and AI, with the ability to co-lead technology direction alongside engineering teams. · Understand the complete digital product lifecycle, from strategy and discovery through delivery, adoption and live operations. · Excel at leading cross-functional teams and influencing senior stakeholders across business, technology and operations within complex, matrixed organisations. · Have 12 to 18 years of relevant experience leading digital platforms, product organisations, technology delivery or enterprise digital transformation, preferably within the insurance industry or broader financial services. · Hold a degree in Business, Engineering, Computer Science or a related discipline. Experience leading platform modernisation or e…