Job Type:
PermanentBuild a brilliant future with Hiscox
Programme Manager – CRM & Telephony and Document Management
Reporting to: CTO - Transformation
Location: London Or York
The organisation is currently undergoing a significant transformation as a core pillar of the Hiscox 2030 strategy, designed to make the organisation scalable, efficient, and increasingly customer-centric by modernising operations and embedding a “One Hiscox” mindset. It underpins the broader growth ambitions and is delivered through multiple strategic initiatives.
The Technology Transformation enables 70% of these initiatives and contributes over half of the programme’s projected benefits. Led by the Technology Transformation Office, it enables digital trading, augmented underwriting, unified data ecosystems, and automation—unlocking speed, intelligence, and cost savings while reshaping how Hiscox works and grows.
The Role
The Tech Transformation Programme Manager will report directly to the CTO - Transformation and hold end-to-end accountability for leading and delivering the technology enabled initiatives within the CRM & Telephony and Document Management delivery pillar within a multi-year, business wide change initiative.
Acting as a central point of programme leadership and coordination, you will drive strategic alignment, oversee programme delivery, and ensure the realisation of transformation outcomes that support the organisation’s long-term goals.
Key Responsibilities
Provide overall programme leadership, setting direction, priorities and managing resources across all stages of the technology transformation lifecycle.
Engage, influence and collaborate with executive committee members and senior stakeholders to secure buy-in and alignment with the technology transformation delivery objectives and approach.
Drive innovation and technical excellence across the programme ensuring solutions are robust and future-ready.
Manage the delivery pillar budget of $15m+, monitor financial performance and ensure commercial value is delivered throughout the programme.
Champion a culture of delivery excellence, ensuring milestones, quality standards and desired outcomes are consistently achieved.
Build and lead an effective delivery team made up of technical specialists and delivery professionals, based on the needs of the programme.
Identify risks and proactively manage issues, adapting plans as needed to maintain momentum and minimise disruption.
Foster a collaborative, inclusive environment, supporting continuous improvement and the development of team members.
Represent the organisation externally as a trusted ambassador for technology transformation.
Candidate Profile
Proven experience in delivering large-scale, complex technology transformation programmes implementing centralised CRM platforms (MS Dynamics 365 and Power Platform) that standardise data models and capture for distribution including customer and brokers; and implementing enterprise-wide archiving and document management solutions.
As a guide only, 10yrs or more in Project / Programme Management. Those with less years but the right level of knowledge will naturally be considered.
MS Dynamics and Power Platform is highly desirable
Insurance / Financial Services or other regulated industry experience is highly desirable
Outstanding stakeholder management and influencing skills, comfortable operating at all levels and with all stakeholders.
Strong commercial acumen and demonstrable financial management experience, with a relentless focus on outcomes and quality.
Resilient, adaptable, and forward-thinking, with a passion for innovation and future-focused solutions.
Personal commitment to inclusivity, continuous learning and the development of others.
Company description
Hiscox is a diversified international insurance group with a powerful brand, strong balance sheet and plenty of room to grow. Listed on the London Stock Exchange and headquartered in Bermuda (with the bulk of group leadership sitting in London), Hiscox has over 3,000 staff across 14 countries and 34 offices.
Structured by geography and product, Hiscox’s long-held business strategy has helped them grow from a niche Lloyd’s underwriter to an international insurance group with a powerful consumer brand. Hiscox is comprised of the following business lines:
London Market
Reinsurance & Insurance Linked Securities (ILS)
Retail:
Hiscox USA
Hiscox UK
Hiscox Europe
Diversity & Benefits
At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.
Working life doesn’t always have to be in the office, so we have introduced hybrid working to encourage a healthy work life balance. This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance.
We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.
Our benefits package includes a bonus, contributory pension, 25 days annual leave plus 2 Hiscox days and a 4 week paid sabbatical with every 5 years’ worth of service, private medical for all the family and much more.
#LI-AS1
#LI-Hybrid
Work with amazing people and be part of a unique culture
Skills Required
- Proven experience in delivering large-scale, complex technology transformation programmes.
- Experience implementing centralised CRM platforms that standardise data models.
- Experience in implementing enterprise-wide archiving and document management solutions.
- Insurance or Financial Services experience is highly desirable.
- Outstanding stakeholder management and influencing skills.
- Strong commercial acumen and demonstrable financial management experience.
- Resilient, adaptable, and forward-thinking with a passion for innovation.
- Personal commitment to inclusivity and continuous learning.
Hiscox Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hiscox and has not been reviewed or approved by Hiscox.
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Leave & Time Off Breadth — Generous PTO, two additional 'Hiscox Days,' and a four‑week paid sabbatical after five years create a notably broad time‑off offering. Policies also include paid parental leave and options to purchase extra days in some locations.
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Healthcare Strength — Medical coverage is complemented by mental‑health and wellbeing resources such as EAP and mindfulness apps, with private medical and dental options available in certain regions or after tenure. These elements provide comprehensive support across physical and mental health needs.
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Retirement Support — Retirement benefits include pension/401(k) programs with employer contributions that can increase with service. Share‑save options and profit‑related programs add longer‑term financial planning avenues.
Hiscox Insights
What We Do
Hiscox is a leader in specialist insurance. We seek to provide the best protection and peace of mind for our clients through high quality insurance products, backed with excellent service. We are experts in covering a wide range of personal and commercial risks.
