Product Owner (Intelligent Claims)

Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.

Role Purpose:  

D&G is embarking on a transformative journey to redefine customer service in the appliance industry. As the Intelligent Claims Product Owner, you’ll be solving customer problems through innovative technology to reach business objectives. You’ll own the full product cycle from discovery to delivery, through to launch, adoption, and growth. This a new role that has been created to deliver a step change in how we help our customers to fix their appliances, specifically by enabling them to get to a resolution without an engineer having to visit the property – a programme we call ‘Smart-Fix’.  

You’ll lead a dynamic squad focused on developing and launching a suite of intelligent, innovation and customer-centric Smart-Fix solutions. The end goal for this position is deliver and evolve products that utilise multiple data sources to deliver a seamless journey for customers to service their appliances, using data as an input. As the limits of technology advance, we know that we need to take advantage of the growing power of AI to bring cutting-edge service to our customers – this role will be at the centre of defining and building these capabilities. This is a high-profile role and will require a Product Owner who’s comfortable with creating innovative products and experienced in working with a blank canvas. 

Responsibilities: 

• Lead a cross-functional squad in identifying opportunities, conducting product discovery, and driving the delivery of solutions that leverage AI and data analytics for appliance self-service 
• Develop deep insights into customer needs and behaviours, establishing feedback loops that help inform product decisions and deliver solutions that exceed expectations 
• Build strong relationships with key stakeholders across the business, including Engineering, Data Science, UX/UI, Operations, Compliance and Customer Experience to define product requirements, prioritise features, and drive product roadmap execution 
• Serve as the primary point of contact for stakeholders, providing regular updates on progress, managing expectations, and soliciting feedback to iterate and refine product features 
• Conduct research and competitive analysis to stay informed about industry trends, emerging technologies, and best practices related to Claims management 
• Alongside tracking progress against OKRs, define and track KPIs to measure the effectiveness and impact of product enhancements, leveraging insights to drive continuous improvement and optimisation 

Skills and Experience: 

• Proven track record in product management, with a focus on designing and launching innovative customer service products through data-driven product development 
• An understanding of Intelligent Claims technologies and concepts, including NLP, ML and AI 
• Able to understand strategic priorities for the business and subsequently assess opportunities and challenges for the squad 
• Excellent communication skills, with experience and level of comfort in presenting to senior leaders, and capable of inspiring teams and stakeholders 
• Agile and adaptable, comfortable working in fast-paced, evolving environments 
• Demonstrable experience in delivering value from the products that the team produce – linking back to OKRs and wider business objectives 

• Familiarity with agile product development methodologies and cross-functional team leadership 

Behaviours: 

• Displays and continuously develops their deep understanding of the context (customers, metrics, market) 
• Is a true collaborator, both within the squad and with business partners in other functions. Forms and maintains strong relationships with stakeholders 
• Has a test and learn mindset - thinks big but starts small to validate early 
• Shows curiosity in new technologies, and is able to think creatively and join the dots between ideas and information 
• Is a storyteller and can communicate a vision and new ideas in a way that inspires others 

For over a hundred years, Domestic & General have been a trusted provider of aftercare for millions of domestic appliances. Today, we’re the UK’s leading provider of appliance breakdown protection, developing products and services to meet your needs.

We provide protection, maintenance and support for a broad range of domestic products and consumer electronics, ranging from televisions to washing machines to boilers.

We look after 23.9 million products and, through our expert service network, we repair or replace 2.9 million appliances every year*.

It’s our mission to keep your world running by delivering a service that never lets you down.