Domestic & General

Director

• Shaping the commercial agenda for the US market
• Setting direction across pricing, proposition, and go-to-market activity to deliver sustainable revenue and margin growth
• Identifying and unlocking growth opportunities across segments, propositions, and commercial levers
• Translating strategy into clear commercial priorities, plans, and performance expectations across the market
• Balancing growth ambition with commercial discipline
• Aligning teams around shared commercial objectives
• Monitoring performance and using insight, data, and market trends
• Sponsoring key commercial initiatives and investments
• Leading in-period trading activity
• Partnering closely with Commercial Finance
• Building strong relationships across the business

Commercial Director

Sales Operations Manager

• Lead the day-to-day delivery of operational plans, ensuring customers remain at the heart of every decision.
• Create the culture, pace and tone of the operation by coaching and developing Team Leaders and future leaders.
• Drive engagement, motivation and performance through meaningful conversations and strong leadership behaviours.
• Embed Domestic & General values and ways of working across your teams.
• Champion continuous improvement initiatives and contribute to the wider contact centre change agenda.
• Establish clear expectations, objectives and accountability frameworks to achieve business goals.
• Use performance insight to plan, review, measure and evaluate team effectiveness.
• Partner with the Head of Customer Support and Best Practice Manager to drive consistency and adherence to agreed standards.
• Collaborate with teams across Domestic & General to support the achievement of business objectives and customer outcomes.
• Identify strengths and development opportunities within your teams, creating growth and development pathways.
• Promote innovation, best practice and operational excellence across the function.
• Ensure all customer interactions are delivered in line with regulatory and compliance requirements.

Operations Manager – Outbound Sales

Analyst

• Supporting the development and continual improvement of our Technology Risk & Control Framework
• Managing and enhancing risk taxonomies, control libraries, and governance processes
• Coordinating internal and external audits, tracking actions, and maintaining evidence repositories
• Embedding operational resilience and regulatory requirements, including DORA, into day-to-day practices
• Supporting third-party risk oversight and vendor risk assessments
• Producing insightful governance reporting, identifying trends, risks, and emerging themes for senior stakeholders
• Driving cross-functional collaboration to improve control effectiveness, consistency, and efficiency across teams

Portfolio Analyst

Underwriter

• Drive the profitability and growth of our warranty portfolio across several major accounts
• Forecast and manage performance for both new and existing warranty lines spanning corporate and consumer products
• Support delivery of strategic Underwriting objectives within the FY27 OKRs
• Produce profitability and pricing projections for new and existing products, and providing rating and proposition rules to client‑facing teams
• Lead regular modelling and reporting of underwriting performance, recommending actions in response to emerging trends
• Contribute underwriting inputs to financial forecasts, including annual budgets and interim reforecasts
• Set pricing structures that ensure products meet cost and margin targets through accurate costing and modelling
• Conduct advanced data analysis (SQL, Excel, Power BI) to identify trends and inform recommendations
• Ensure compliance with data governance and quality standards
• Drive process improvements through automation and enhanced analytics

Senior Underwriting Analyst

Agent

• Ensure that customers continue to be at the heart of what we do, by managing the performance of our repair networks.
• Responsibility for the delivery of a customer focused repair service.
• Engaging with repair companies and internal departments to provide support, advice and interventions to ensure customer repairs are undertaken promptly and to high standards.
• Develop good working relationships with contractors resulting in improved performance against KPI’s.
• Monitor repair contractors to ensure high levels of customer satisfaction is attained.
• Maintain and report analysis of performance against KPI’s, targets and budget.
• Ensure policies and services reflect best practice and customer needs.

Service Watch Agent

Manager

• Mobilise and stabilise the delivery of Repair Workflow Management Phase 1, ensuring readiness for launch and maintaining pace across key milestones
• Establish governance, delivery forums and decision-making processes that support effective programme execution
• Assess current operational service delivery and enablement ways of working, identifying opportunities to improve effectiveness and alignment
• Implement a clear operating model with defined roles, responsibilities and governance structures
• Create a consolidated view of all transformation activity impacting the White Goods function, including risks, dependencies and resource impacts
• Develop and maintain a prioritised transformation roadmap to support leadership decision-making
• Evaluate team capacity, capability and readiness against future delivery requirements
• Produce a practical capability improvement plan that addresses key gaps and supports sustainable service delivery
• Ensure a smooth transition to the permanent role through a structured knowledge transfer and handover

Senior Manager, Service Delivery Improvement

• Owning and shaping the commercial agenda for the UK market, ensuring growth priorities are aligned to strategy and market opportunity.
• Setting direction across pricing, proposition, and go-to-market activity to deliver sustainable revenue and margin growth.
• Identifying and unlocking growth opportunities across segments, propositions, and commercial levers to strengthen competitive performance.
• Translating strategy into clear commercial priorities, plans, and performance expectations across the market.
• Balancing growth ambition with commercial discipline, making informed trade-offs across revenue, margin, and customer outcomes.
• Aligning teams around shared commercial objectives, ensuring clarity, focus, and accountability across functions.
• Monitoring performance and using insight, data, and market trends to continuously refine priorities and approach.
• Sponsoring key commercial initiatives and investments, ensuring focus on the highest-impact opportunities.
• Leading in-period trading activity, translating strategy into decisive actions and market responses across channels.
• Partnering closely with Commercial Finance to ensure robust, insight-led decision-making across pricing, propositions, and investment.
• Building strong, effective relationships across the business to drive alignment and execution of commercial priorities.
• Representing the commercial agenda in senior forums, providing clear recommendations and performance insight.
• Driving consistency in how commercial priorities are communicated, delivered, and tracked across the market.

Marketing

• Lead planning and execution of multi‑channel marketing campaigns across email, in‑app, SMS, digital, and other channels.
• Translate commercial goals into campaign briefs, business requirements, and technical specifications.
• Own documentation for all campaign-related data feeds, ensuring accuracy, clarity, and version control.
• Conduct Data Feed QA, identifying root causes of data issues and coordinating resolution.
• Manage and prioritise campaign and technical requests.
• Serve as escalation support for customer‑impacting issues relating to campaigns or marketing data.
• Monitor campaign performance, identify inefficiencies, and recommend enhancements to processes, targeting, or automation.

Senior Marketing Campaign Manager

• Support the TPA Team in coordinating, tracking, and completing 3rd party, 4th party, & Client risk assessments
• Liaise with internal relationship owners to schedule assessments, request documentation, and coordinate deliverables
• Maintain and update assessment reports, internal CRM systems, and reporting tools
• Assist in drafting and documenting remediation plans and follow-up actions resulting from supplier assessments or audits
• Provide regular updates and reports to relevant committees and governance forums
• Ensure clear and professional communication with stakeholders at all levels

Third Party Assurance Analyst

Full-stack Engineer

• Contribute across the full SDLC, partnering with Engineering, DevOps, and Product
• Turn business requirements into robust, secure technical solutions
• Design and build scalable, high‑performing applications and services
• Write high‑quality, maintainable code with strong testing and automation
• Lead investigations into complex technical issues and ensure system stability
• Champion engineering best practices and continuous improvement
• Shape system and API design using modern architectural principles
• Communicate clearly with cross‑functional teams
• Mentor junior engineers and support knowledge‑sharing
• Contribute to technical discovery (spikes) and document findings
• Support CI/CD, IaC, and cloud environments (GitHub Actions, Terraform, AWS CDK, CloudFormation)
• Monitor and support live services, including incident analysis and preventative fixes
• Ensure solutions meet security, accessibility, performance, and data‑protection standards

Senior Software Engineer

Sales

• Play a pivotal role within the business as you help customers safeguard their valuable household electrical items, through our insurance cover protection options.
• Provide the features and benefits of our protection plans to customers, whilst also addressing any questions or concerns that customers may have.
• Focus on ensuring the very best outcome for customers during each interaction.
• Be part of a supportive team that values your efforts and celebrates your success, fostering an environment where your contributions are recognised and appreciated.

Customer Sales Advisor – Outbound

• Lead the creation of accurate workload forecasts
• Build robust staffing models
• Guide strategic conversations across the business
• Maintain the integrity of resource planning toolsets
• Ensure that decision‑makers have the insight they need to plan effectively
• Own the development and maintenance of multi‑channel demand forecasts
• Run and maintain monthly Erlang‑based models
• Lead structured forecast review sessions with senior stakeholders
• Conduct in‑depth Forecast‑vs‑Actual analyses
• Produce high‑level planning packs for senior management

Commercial Director

Operations Manager – Outbound Sales

Portfolio Analyst

Senior Underwriting Analyst

Service Watch Agent

Senior Manager, Service Delivery Improvement

Commercial Director

Senior Marketing Campaign Manager

Third Party Assurance Analyst

Senior Software Engineer

Customer Sales Advisor – Outbound

Senior Resource Planning Analyst