In Digital Product and Marketing we’re passionate about the customer experience and look after everything that connects us to our customers, from intuitive and compelling digital tools and journeys, to our tone of voice in every customer touchpoint. As Hastings Direct becomes an increasingly digitised business, our teams are at the heart of it all. We drive the change and ensure a high quality experience that makes a real difference for our customers. We’re involved in a wide range of interesting and challenging projects, from developing new TV adverts, to creating digital capabilities on our website and a enhancing our market-leading app. This means we’re always on the lookout for people with a variety of creative and commercial skills. Join us and you’ll play a vital role in enabling Hastings Direct to grow. By helping to improve how our customers view and experience Hastings Direct, you’ll not only add value to the business, but you’ll have plenty of opportunities to develop your skills and build a rewarding and enjoyable career.
We ensure customers know who we are, and why Hastings Direct is the better choice; we develop our brand communications strategy, our visual identity, and tone to deliver a consistent brand experience.
We’re responsible for delivering a market-leading customer experience when customers want to buy a new policy online – either through a PCW (price comparison website) or directly from our website. We use web analytic data and various research methods to help us understand why customers don’t buy and use this to drive changes that make their experience better, ensuring we drive the right commercial outcomes at the same time.
Our team is responsible for creating great app-first digital journeys to help our customers manage all their needs 24/7. This is key to Hastings becoming the best and biggest digital insurer.
We provide the business with a centre-of-excellence that defines, designs and validates digital solutions. We generate insight through user and market research and combine experience design with data and analytics to create brilliant digital products for our customers.
We’re responsible for communications at every point in a customer’s journey. This includes business-led and transactional communications, as well as marketing-led CRM (Customer Relationship Management) messaging. We make sure everything we write is in a clear and consistent tone of voice and our focus is to acquire, educate, grow, inform and retain our customers.
Not all of our teams operate from all of our offices. Below you can see the offices in which these teams are based.
Prior to Hastings, I've spent my career building teams and helping organisations tackle complex challenges in education, finance, healthcare, government, and the arts — across India, the US, and New Zealand.
At Hastings, I lead a team of researchers and service designers who help drive customer-led transformation across our products and services — improving experiences, designing new offerings, and making sure we're doing right by our customers.
What I love most about working here is the trust and autonomy I get from my leaders, the talented yet humble people I get to work with every day, and the openness to trying new ways of working. The flexibility to pursue my passions outside of work are a bonus too.
I joined Hastings two months ago and what a welcome it's been! From the preparation for my on-boarding to the constant offers of help and support to help me get settled in, it's been a great first impression. My background has broadly been start up and scale up organisations looking to grow and learn quickly and whilst hastings already has millions of customers, the desire to learn and continue to grow at pace is certainly there and the main appeal to me. I'm really looking forward to my career here at Hastings and how we can shape the next phase of growth for our customers.
I joined Hastings Direct in 2019, starting in the Contact Centre where I handled Customer Service and New Business calls. From there, I moved into Live Chat and later joined the MyAccount Ticket Team, gaining valuable experience supporting customers across a range of digital channels. I was then fortunate enough to be given the opportunity to join the Digital Engagement Team, which was a completely new challenge and offered plenty of opportunities to learn and develop – something I have thoroughly enjoyed.
I enjoy the fast-paced nature of the business and the opportunity to work on a variety of projects with a fantastic team. My role allows me to contribute to improvements across our Brochureware website and Help Centre, helping to create better experiences for our customers. What I love most about the role is the variety each day brings, as well as being able to see the outcomes of my work and the positive impact it has on our customers' journeys and overall experience.
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