Product Coordinator

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

The Product Coordinator will play a key role in supporting the successful adoption and usage of Howden’s digital ecosystem platforms. The role is responsible for developing quality training materials, supporting change management activities and maintaining knowledge resources. This position works closely with our Change Management Lead, Product Managers and key business stakeholders to support and improve user experience.

If your career aspirations are orientated to working in this industry, and you have the required core skills, we would like to hear from you.  Whilst experience of working within a similar role is desired, it is not essential.  

Core skills required include:

• Motivation, tenacity, and a can-do approach
• Competent ability in respect of Microsoft Office including Teams
• Close attention to detail
• Adaptability to change
• A desire to learn
• An ability to take ownership
• An ability to create new relationships and build credibility
• Strong organisational skills, with the ability to prioritise tasks according to business needs.
• Ability to work autonomously within a remote/hybrid working environment.
• Experience working directly with customers in either a B2C or B2B environment.

Desirable

• Experience creating training videos or other media content.
• Experience producing training materials, user guides or process documentation for internal/b2b audiences

• Experience supporting change management or user adoption activities.
• Experience working within product, technology or digital environments.
• Experience developing and maintaining SharePoint intranet sites.
• Experience working within the Insurance or Employee Benefits sector.

Key responsibilities

• Produce training materials for our digital ecosystem products for both an internal and external audience.
   
• Support the Change Management Lead across the digital ecosystem activities such as capturing feedback, supporting user engagement activities, arranging periodically feedback sessions and coordinating feedback campaigns.
   
• Produce client onboarding analysis reports for each product implementation.
   
• Maintain and manage our internal intranet site and asset bank (Single Source Of Truth, Share Point intranet site)
   
• Produce training videos for our internal users for the digital ecosystem products.
   
• Deliver training sessions for internal users of the digital ecosystem products.
   
• Provide level 1 support to our internal and external digital ecosystem product users.

Change Management Support

• Support change management activities across our ecosystem including:
  • Adoption reporting
  • Supporting user engagement initiatives
  • Organising and facilitating periodic feedback sessions
  • Coordinating structured feedback campaigns
  • Act as a central point of coordination between users, product teams and change stakeholders.

Training & Documentation

• Production of clear, user-friendly training materials which include but are not limited to:
  • Internal and external user guides
  • Onboarding guides
  • Process documentation
  • Training presentations and slide decks
  • Create and maintain training videos to support internal users in navigating and using the platform effectively.
  • Ensure all training materials are kept up to date in line with platform enhancements and feature changes.

Reporting & Insights

• Track and report client onboarding and adoption statistics to key stakeholders across Howden.
• Support in the analysis of engagement and usage data to help inform change and product decisions.

Knowledge Management & Intranet

• Develop and maintain the internal intranet site and asset bank within the Single Source of Truth (SharePoint intranet).
• Ensure documentation, training assets and resources are well organised, accessible and easy to navigate.
• Coordinate with the Global Marketing business area to ensure other internal social media platforms (Viva Engage, Howden World) are updated regularly with accurate programme me

Stakeholder Engagement

• Work closely with Change and Product Managers to support product updates and change initiatives.
• Assist in ensuring consistent communication and messaging to internal business users and stakeholders throughout the product lifecycle.

User Support

• Provide Level 1 support to internal and external users of digital ecosystem products across all active implementations as required. This will be reviewed regularly to manage workload and capacity effectively
• Log, triage and resolve user issues, escalating where appropriate and ensuring timely communication with users.

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.  Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.