Cardiff, Wales, United Kingdom
I’m a Product Manager at Admiral Money, passionate about creating financial products that put customers first. Over the past 5 years, I’ve led cross-functional teams to deliver end-to-end product roadmaps, launch innovative services, and optimise operational efficiency—all while maintaining a sharp focus on customer outcomes and business growth. My experience spans customer experience management, digital transformation, and operations product management. I excel at translating strategy into actionable plans, using data-driven insights to inform decisions, and building strong relationships across teams to ensure seamless delivery. Highlights include implementing AI-driven tools to streamline customer interactions, delivering multi-channel campaigns that maximise reach, and introducing initiatives that measurably improve NPS and customer satisfaction. I thrive in fast-paced, collaborative environments, enjoy solving complex problems, and am motivated by making a tangible difference for customers and the business alike.
Deliver the product roadmap for my area, working closely with the Head of Product to turn strategy into action. Collaborate with cross-functional teams to launch and optimise products that drive strong customer outcomes and commercial results. Manage data-driven roadmaps, develop multi-channel campaigns, and maximise distribution opportunities through PCW, partnerships, and direct-to-consumer channels. Build strong relationships across Digital, Operations, Partnerships, and Leadership teams to ensure smooth delivery and alignment. Monitor market trends, competitor activity, and performance MI to identify opportunities, assess risks, and deliver enhancements that improve efficiency, increase value, and achieve financial targets while keeping the customer front of mind.
This role was for Admiral Mortgages, I led the Customer Contact project, ensuring effective communication and project delivery. Coordinated with multiple third parties to streamline customer correspondence and servicing processes. Implemented innovative customer communications strategies, enhancing overall customer experience. Developed and recommended NPS and TrustPilot approaches, driving customer loyalty and satisfaction.
Responsible for driving innovation and efficiency within financial services operations. Developed and optimised products and processes to enhance customer experience while ensuring compliance. Set up scrum ways of working and sprints. Supported senior stakeholders in managing key projects and initiatives across various business areas. Collaborated with the Customer team, assessed business practices, developed project plans, and ensured smooth transition to business-as-usual operations.- Set up of scrum ways of working and sprints - Supported senior stakeholders in managing key projects and initiatives across various business areas. - Collaborated with the Customer team, assessed business practices, and developed project plans. - Provided guidance during challenges, ensured timely project completion, and facilitated smooth transitions to business-as-usual operations.
Oversaw all aspects of training across Admiral Insurance, including external inductions, ongoing BAU training, and new product launches. Supported major change initiatives, delivered training, and managed testing for projects to ensure team performance and quality. Drove employee development and performance improvement to enhance overall team capabilities.
- Specialized in car and home insurance retention, delivering exceptional customer experiences. - Retained customers through tailored solutions and clear communication.