AVP, Digital Platforms Delivery

Great Eastern is transforming its digital customer platforms to create simpler, more connected and increasingly intelligent experiences for our customers across the enterprise. Digital, data and AI are central to this transformation, enabling customers to move more seamlessly between self-service and assisted engagement. As AVP, Digital Customer Platforms, you will own digital customer platform(s) end to end, from the customer experience and platform roadmap through to delivery, adoption and performance in production. This is a hands-on product ownership role. You will stay close to the detail, make the trade-offs that shape what gets built and ensure that customer context and capabilities work coherently across digital and assisted journeys.

Key Responsibilities
• Own the direction and roadmap for digital customer platforms, translating customer and business priorities into clear, sequenced and executable scope.
• Lead delivery from discovery and requirements through design, build, testing and release, working directly with design, engineering and delivery teams.
• Own live platform performance against defined customer, business and operational measures, using customer insight, analytics and testing to drive continuous improvement.
• Ensure coherent journeys between self-service and assisted channels, with customer context and reusable capabilities carrying across platforms rather than each channel being optimised in isolation.
• Partner closely with Group IT and Group Data & AI on architecture, integration and the deployment of data and AI capabilities into live customer experiences.
• Make disciplined decisions on scope and priorities, balancing customer value, business outcomes, technical considerations and speed to market.
• Manage platform partners and vendors against agreed scope, quality, cost and delivery commitments.
• Extend platforms across markets on a common core, with local adaptation where product, regulation or distribution requires it.
• Have owned digital customer platforms through build and launch into live operation and continuous improvement, ideally across self-service, e-commerce, customer engagement or contact centre environments.
• Are genuinely hands-on practitioners who can analyse requirements, define executable scope and work directly with design and engineering through delivery.
• Demonstrate strong ownership judgement, taking accountability for platform outcomes rather than delivery milestones alone.
• Combine customer and commercial judgement with sufficient technical fluency across APIs, integrations, cloud-based platforms and modern digital architecture to work credibly with engineering and architecture teams.
• Have practical experience applying data and AI in live customer environments, with an understanding of conversational and agentic patterns, retrieval, evaluation and guardrails.
• Use customer research, analytics and structured testing to make decisions, measure impact and change course when the evidence requires it.
• Influence and align stakeholders across business, technology, operations, data and compliance without direct authority, communicating complex issues clearly with both business and technical audiences; experience working across multiple markets will be advantageous.
• Have typically 8+ years of relevant experience in digital platform ownership, platform delivery or customer experience transformation within financial services or another regulated consumer business, and hold a degree in Business, Engineering, Computer Science or a related discipline