Full-time CPO, The AA

01Company Description

• Location: London (Hybrid working, 3 office days per week)
• Employment Type: Permanent, Full Time
• Why Join Us?
• Annual bonus, cash car allowance and private medical insurance
• Take ownership of the product direction for Digital Servicing, shaping how customers interact with The AA across critical servicing journeys
• Lead the development of simpler, more joined up digital experiences that increase self-service, reduce customer effort and improve operational efficiency

Influence product and technology priorities across Product, Engineering, Architecture, Operations and Delivery, while developing Product Owners and strengthening capability across the Lab

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5 star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. This has been recognised by The Sunday Times Best Places to Work for the last two years.

02Job Description

This is the Job

We have an exciting opportunity for a Head of Product - Digital Servicing to join CTO Product, reporting directly to the Product Director, Service & Operations.

You will own the product vision, direction and priorities for Service Digitisation, translating strategic objectives, operational requirements and customer needs into a clear roadmap and prioritised backlog. Your focus will be on creating simple, joined up digital servicing journeys that enable customers to self-serve quickly and confidently, while reducing avoidable contact and improving operational efficiency.

This is a Senior Product leadership role and will best suit someone already operating at Head of Product or equivalent level within a complex digital environment. You will lead multiple Squads within the Lab and develop Product Owners, while working closely with senior stakeholders across Product, Engineering, Architecture, Operations, Test and Delivery. You will be expected to connect customer experience, digital adoption and operational performance, balancing immediate priorities with technical sustainability, governance, risk and commercial value.

03Key Responsibilities

Own the product vision, strategy, roadmap and prioritised backlog for Service Digitisation, with accountability for ensuring investment delivers measurable customer, operational and commercial outcomes

Lead multiple Squads across the Lab, setting clear product direction and developing Product Owners through coaching, objective setting, performance management and capability building

Shape the end-to-end digital servicing experience, identifying opportunities to increase self-service, reduce customer effort and lower unnecessary demand into assisted channels

Lead products and customer journeys from discovery through delivery, launch and optimisation, ensuring benefits are clearly defined, measured and continuously improved

Partner at senior level across Engineering, Architecture, Operations, Test and Delivery to balance customer value, operational needs, technical sustainability, risk and delivery constraints

Influence senior stakeholders and investment decisions through clear product thinking, data and transparent prioritisation, while providing visibility of progress, risks, dependencies and trade offs

What Do I Need?

04You’ll Bring

Significant Product leadership experience within a large, complex digital or technology environment, with clear accountability for product direction, prioritisation and delivery across multiple teams or Squads

Demonstrable experience leading and developing Product Owners or Product Managers, including coaching, objective setting, performance management and capability building

Strong experience designing and improving digital customer journeys within customer servicing, account management, self-service or other high volume transactional environments

A strong understanding of customer facing service operations and how digital products can improve customer experience, increase self-service and reduce operational demand

Clear evidence of using Product and technology to deliver measurable customer and business outcomes, such as increased digital adoption, reduced customer effort, improved retention, reduced contact volumes or lower cost to serve

Proven ability to influence senior stakeholders, navigate competing priorities and make commercially informed decisions across customer, operational and technical considerations

05Nice to Have

Experience working within a large-scale servicing, contact centre, customer facing or operationally critical environment, with familiarity with measures such as digital adoption, contact volumes, channel shift, customer satisfaction and cost to serve

Experience across digital account servicing or self-service journeys such as identity and authentication, payments, renewals, policy management or conversational channels

Experience operating within a regulated environment where product decisions need to balance customer outcomes, operational resilience, risk and compliance

06Additional Information

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

07Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

25 days' annual leave plus bank holidays, the option to buy additional holiday

08Up to 7% employer pension contribution

• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme
• #LI-HH
• #LI-Hybrid

09Location: Oldbury

Business Unit: Chief Operating Office