Product Manager - Claims & Operations

About The Role

Team -UK Claims & Operations Product

Working Pattern - Hybrid – 2 days per week in the Vitality Bournemouth or Stockport Office. Full time, 35 hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role

• Proven Product Strategy Leadership
• Demonstrated Agile Delivery Expertise
• Strong Customer Experience Advocacy

We're looking for a Product Manager who will be responsible for defining, shaping and delivering servicing experiences that support customers throughout their journey. This role's responsibilities include managing product priorities, developing roadmaps and collaborating with product, technology, design and business stakeholders to deliver customer-focused solutions. The role plays an important part in translating strategic objectives into measurable outcomes that improve customer experiences, increase operational efficiency and support business performance.

Key Actions

• Develop and communicate the medium to long-term product strategy for telephony and contact centre experiences, aligning customer value with business objectives
• Lead ideation and product shaping activities across agile delivery cycles, ensuring initiatives are ready for development and delivery
• Own the servicing experience product roadmap, delivering incremental enhancements that support strategic outcomes
• Manage and prioritise the product backlog, balancing stakeholder needs, customer outcomes and business value
• Analyse customer journeys, operational processes and performance data to identify opportunities for optimisation and improvement
• Act as the voice of the customer throughout the product lifecycle, ensuring solutions deliver exceptional user experiences
• Create and maintain epics, feature maps and supporting product artefacts that enable effective delivery planning
• Lead journey planning activities, managing dependencies, risks and delivery considerations across complex initiatives
• Partner with design, engineering and business teams to translate customer needs into clearly defined user stories and requirements
• Monitor industry developments, competitor activity and emerging trends to inform future product opportunities

What do you need to thrive?

• Degree level qualification or equivalent professional experience within a relevant discipline
• Excellent stakeholder management and influencing skills across technical and non-technical audiences
• Strong workshop facilitation and requirements gathering capability within complex business environments
• Exceptional written and verbal communication skills with the ability to present information clearly and confidently
• Experience working within Agile delivery frameworks and managing competing priorities effectively
• Commercial awareness with the ability to evaluate business value, benefits, costs and trade-offs
• Strong analytical and critical thinking skills with a data-driven approach to decision making
• Collaborative mindset with proven experience working across product, design, engineering and business teams
• Commitment to continuous learning and keeping pace with digital trends, technologies and market developments
• Experience using product management and delivery tools, alongside a solid understanding of digital analytics and customer experience measurement

So, what’s in it for you?

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successful in your application and join us at Vitality, this is our promise to you, w e will:

• Help you to be the healthiest you’ve ever been
• Create an environment that embraces you as you are and enables you to be your best self
• Give you flexibility on how, where and when you work
• Help you advance your career by playing you to your strengths
• Give you a voice to help our business grow and make Vitality a great place to be
• Give you the space to try, fail and learn
• Provide a healthy balance of challenge and support
• Recognise and reward you with a competitive salary and amazing benefits
• Be there for you when you need us
• Provide opportunities for you to be a force for good in society

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

We’re incredibly proud to be recognised for the culture we've created — recently being named one of Glassdoor’s Best Places to Work 2026 , and in 2024 we were delighted to be awarded Top 10 Places to Work in the Sunday Times Awards.

Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.

We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.

Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.

Ready to find out if we’re the right fit for you? We can’t wait.

Diversity & Inclusion

At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.

Vitality’s approach to sustainability

Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LI-Hybrid

If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.