Quality Assurance Lead, Insights and Automation

Hastings Direct

Leads Quality Assurance Insights and Automation at Hastings Direct, a digital insurance provider. Focusing on data and reporting for improved customer outcomes and operational decisions.

Posted 7/11/2026full-timeBexhill • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Lead the QA business application of insight, automation opportunities and technology-enabled assurance, setting the direction for how QA uses data and reporting to strengthen customer outcome confidence, risk visibility and operational decision-making
Own the QA requirements, interpretation standards and governance for insight outputs, ensuring reporting and analytical outputs are applied consistently to support customer outcome monitoring, risk prioritisation, assurance targeting and senior stakeholder confidence
Ensure that the re-shaped QA model has the business use cases needed to move from retrospective checking to targeted, outcome-focused assurance
Define how QA insight is interpreted, governed and reported, ensuring clear visibility of customer outcomes, conduct risk, operational performance, emerging themes and assurance effectiveness
Translate QA frameworks, scorecards and standards into reporting, data and tooling requirements, whilst setting interpretation standards, controls and governance to ensure consistent, trusted decision-making
Develop and embed an insight-led assurance approach, using customer, regulatory, conduct and operational risk indicators to prioritise assurance activity and focus on the highest-risk areas
Define and prioritise QA automation and tooling requirements, partnering with Technology, Data and Change teams to improve assurance coverage, efficiency, targeting and adoption of future-state QA capabilities
Identify, shape and govern AI, speech and text analytics use cases, ensuring outputs are explainable, appropriately controlled and used effectively to improve assurance outcomes and thematic insight
Act as the senior QA lead for insight, automation and tooling, delivering expert analysis, recommendations and constructive challenge to support the Head of Customer Assurance and the evolution of a modern, customer outcome-focused QA function

Requirements

What you’ll need

Significant experience leading the application of analytics, insight, automation or assurance capabilities within Insurance, Financial Services or another regulated environment
Proven experience developing risk-based insight, governance reporting, business requirements and reporting standards to support operational and executive decision-making
Strong understanding of QA and assurance frameworks , outcome-based assurance, risk-based monitoring and customer outcome management within a regulated setting
Experience identifying and shaping automation, AI and advanced analytics opportunities , with knowledge of governance, controls, explainability and appropriate business application
Excellent ability to translate complex business and assurance needs into clear data, tooling, automation and governance requirements for specialist delivery teams
Strong stakeholder management, communication and influencing skills, with the ability to lead change, provide constructive challenge and collaborate effectively across QA, Operations, Data, Technology, Compliance and Change functions

Benefits

Comp & perks

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail
Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus
Physical wellbeing – as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI). This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen
Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support
Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
27 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more...

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Hard Skills & Tools

AnalyticsInsight DevelopmentGovernance ReportingOutcome-Based AssuranceRisk-Based InsightData RequirementsTooling RequirementsAI Use CasesSpeech AnalyticsText Analytics

Soft Skills

CommunicationInfluencing SkillsCollaborationChange LeadershipConstructive Challenge