Personal Lines Product Specialist (Open to Internal applicants only)
Job Ref:
****
Job Title:
Personal Lines Product Specialist (Open to Internal applicants only)
Location:
n/a
Close date not set
Vacancy Description
Join Intact Insurance and make a difference every day.
Whether you're just beginning your career or looking to take the next progressive step, Intact Insurance Ireland is where you can be yourself, learn and develop, and where your ideas matter.
With offices in
Belfast, Galway, and Dublin
, we've embraced
hybrid work
, empowering our people to
work flexibly
and deliver great service to our customers every day.
We want you to thrive and grow with us – and we'll give you all the tools, flexibility and learning opportunities you need to do it.
And, if you bring your best, then we promise to give you, our best.
Our employees are at the heart of everything we do.
Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
Our employee promise represents Intact Insurance's commitment to you in exchange for living our Values, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
Personal Lines Product Specialist (Open to Internal applicants only)
The Product Specialist (Continuous Improvement) will act as the dedicated owner of one or more insurance products from an operational and customer-experience perspective.
The primary focus of this role is to identify, prioritise, and deliver continuous improvement initiatives that enhance customer experience, operational efficiency and overall service quality.
This role does
not
own technical, actuarial, or pricing changes.
Any major product redesign, pricing adjustments, or regulatory-driven technical changes will continue to sit with the Portfolio & Pricing team.
The CI Product Owner works collaboratively across Customer Service, QA, Complaints, Portfolio, Pricing & Customer Experience teams and the wider business units to champion customer service excellence associated with their assigned product area.
Key Responsibilities:
Own and manage a backlog of continuous improvement opportunities / initiatives for assigned products
Develop a clear and prioritised improvement roadmap aligned to customer / broker pain points, operational needs and business strategy.
Leverage customer feedback (Qualtrics, Complaints, QA), customer sentiment analysis (CCOTF) and team insight to identify issues and opportunities
Translate these insights into actionable deliverables to drive continuous improvement
Facilitate workshops and discussions to align stakeholders and refine requirements
Prioritise based on customer impact, effort, cost, and business value using structured prioritisation methods
Present to and challenge key business stakeholders to ensure alignment and buy-in
Lead the end-to-end delivery of the prioritised roadmap, working collaboratively with IT, Compliance, Pricing, Portfolio, Sales and Customer Service teams across the business
Design and execute internal and support external communication and strategies to drive adoption and engagement
Identify risks and develop mitigation strategies to ensure smooth implementation.
Measure and report on readiness, benefits realisation, and continuous improvement.
Act as the voice of Customer Service in cross-functional forums relating to product performance, process design, and service experience.
Work closely with the Portfolio & Pricing team to ensure clear boundaries between CI enhancements and major technical/pricing changes.
Support readiness activities for any regulatory or product updates that impact customer service operations.
Provide timely responses using your technical expertise to complex, escalated underwriting queries
Requirements:
Experience in customer service, operations, digital product, or process improvement roles within financial services or insurance.
Strong analytical skills with ability to interpret customer data, operational metrics, and service trends.
Demonstrated ability to manage multiple initiatives simultaneously.
Skilled in stakeholder management with strong communication and influencing abilities.
Strong understanding of customer journeys and pain points within insurance processes.
Intact Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally
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