Programme Manager - CRM & Telephony - Tech Transformation

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  

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.