Change Strategy & Planning Lead, Operations Excellence
Location: London
Type: Permanent
About the Role
The Strategy & Planning Lead plays a critical role in shaping and driving the strategic agenda of the Operations Excellence function within a well known insurance company. Reporting into the Head of Operations Excellence, there will be a strong focus on developing value propositions that can transition into formal programmes of work, conducting internal strategic assessments on organisational objectives and external analysis of peers and how the business can compete to become a top‑quartile organisation.
This role will also help shape service models for the Operations organisation, developing future‑state personas to support the policy lifecycle and driving implementation of those models through strategic programmes. The role combines strategic foresight with execution discipline, ensuring business priorities align with organisational objectives and deliver measurable outcomes across operations.
Key Responsibilities
Strategic Planning & Alignment
* Partner with the Head of Operations Excellence to shape the operating model and roadmap for the Operations Excellence function, its capabilities and value proposition
* Develop operating and service model designs to enable efficient operations with a focus on quality of service, automation, and scale
* Develop materials, including strategic playbooks, to articulate the value of key Operations Excellence initiatives and secure stakeholder buy‑in
* Apply planning and analysis skills to effectively solve complex business issues
* Develop knowledge of developments and advancements inside and outside the insurance industry and translate these into relevant recommendations
* Partner with Operations leadership to assess and align initiatives with overall strategic goals
* Define and maintain long‑term Operations strategic plans, translating them into actions, performance metrics, and success criteria
Operations Excellence
* Design and implement common frameworks to embed across the organisation
* Support process optimisation, standardisation, and automation initiatives across Operations
* Champion continuous improvement and data‑driven methodologies (Lean, Six Sigma, Kaizen) to enhance efficiency and customer experience
* Identify operational risks, gaps, and dependencies and recommend solutions to improve resilience and compliance
Performance Management
* Establish, monitor, and assess KPIs, KRIs, and dashboards to translate performance into insight and action
* Conduct periodic business reviews, highlighting achievements, challenges, and corrective actions
* Support initiatives that unlock tangible business value (financial, non‑financial, and customer experience)
Change Leadership & Stakeholder Engagement
* Act as an advisor to the Head of Operations Excellence and Operations stakeholders on strategic initiatives and transformation efforts
* Engage and influence cross‑functional teams, building strong partnerships with underwriting, claims, IT, finance, and risk
* Champion change management to embed a culture of excellence, agility, and accountability
Market & Competitive Intelligence
* Monitor insurance industry trends, regulatory changes, and competitive activity
* Provide insight and recommendations to support long‑term success
Experience & Skills
* Experience in strategic planning, operating model design, consulting, or change delivery is highly desirable
* Excellent verbal and written communication skills with the ability to engage effectively with senior stakeholders
* Strong team player with the ability to build and maintain cross‑functional relationships
* Ability to analyse and solve complex business problems
* Capability to articulate complex issues and solutions in a clear and logical manner
* Experience owning initiatives from planning through to delivery
* Comfortable working in a fast‑changing environment with incomplete information
About the Company
The organisation is a well known insurance company with a strong market reputation and global presence. It is committed to putting people first and fostering an inclusive environment that supports career development, diversity, equity, and continuous improvement. The Operations Excellence function plays a key role in driving efficiency, innovation, and strategic delivery across the business.