Head of Claims Machine Learning
DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best.
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.
The Claims Digital and Machine Learning lead 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 Claims Digital and Machine Learning lead 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.
Key Accountabilities:
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.
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.
Support the overall Target Operating Model programme and execution, delivery enhanced digital, automation, analytic and multi-channel capabilities to claims resolution and management.
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.
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.
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.
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.
Benefits:
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle. Our core benefits include:
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 – upto 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!
We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.
Be yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers. We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
#LI-Hybrid
#LI-GY
Let’s Be Brilliant For Our Customers!
It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.
The Brands We Work With
Our Customer Service advisors support our customers with a wide range of products and services across some of the UKs well-known brands. As an advisor you may find yourself working across many of these brands including Direct Line, Direct Line for Business, Churchill and Green Flag. Other brands we have are Motability, Privilege, DLG Auto Services, DLG Legal Services and Darwin.
Our Values
Nobody has all the answers.
Think, act and win as one team to deliver great outcomes for our customers each and every day.
Draw upon diverse skills and perspectives, testing and iterating as you go.
Collaborate, communicate and be inclusive.
We want the real, whole you and value diverse perspectives, ideas and opinions. So feel confident and empowered. Believe in yourself as much as we do.
Be you, have fun, and make this a great place to be.
Make it happen. Spot the opportunities, take the initiative and be accountable.
Be brave, innovative and embrace new challenges, doing what’s right not what’s easy. Keep it simple and take risks in a positive way.
Develop new skills, own your own career path and push your talents to the limit.
We need different perspectives, so your input matters. Ask questions, make suggestions, raise concerns but be respectful and make the space to listen to others. Face into difficult conversations so we continue to evolve and improve.
Hiring Process
There’s no one quite like you. Together, we'll uncover your strengths using tailored strategies if needed. Let's bring out the best in you.
What Our Colleagues Say
“I thoroughly enjoy my role at Direct Line Group for a multitude of reasons. Firstly, the people I work with are incredibly supportive and collaborative, making it a pleasure to come to work every day. The company also provides abundant opportunities for professional growth and development, which keeps me motivated and engaged. Furthermore, I find great satisfaction in serving our diverse range of customers, knowing that I play a crucial part in meeting their needs. Overall, the dynamic work environment, the chance to learn and grow, and the meaningful connections with customers make my role at Direct Line Group truly fulfilling.”
Customer Service Advisor
“Following my probation, I would like to say I am really happy working for Direct Line Group. I pretty much like everything about the role, I feel needed and wanted by colleagues and customers. The values of the company are excellent for the customers. I like that the calls are somewhat repetitive, but still each call is still different as each customer is different. I find the Flex type tool was so helpful and I use it on every call. I hope to be able to develop throughout my career at Direct Line Group. I was a bit worried about the tech side of things to begin with and even though I am still not 100% but learning every day.”
Customer Service Advisor
Our Benefits
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle:
9% employer contributed pension
50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
Additional optional Health and Dental insurance
Opportunity to apply to our customer service and data apprenticeship to develop your skills for the future
Generous holidays including the option to buy or sell days
Buy as you earn share scheme
Employee discounts and cashback
Plus many more
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