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About the Role

As the Quality Assurance Insights and Automation Lead, you will spearhead the QA business application of insight, automation opportunities, and technology-enabled assurance. You will set the direction for how QA utilizes data and reporting to enhance customer outcome confidence, risk visibility, and operational decision-making. This role involves owning QA requirements, interpretation standards, and governance for insight outputs, ensuring consistent application of reporting and analytical outputs to support customer outcome monitoring, risk prioritization, assurance targeting, and senior stakeholder confidence. The position ensures the reshaped QA model has the business use cases necessary to transition from retrospective checking to targeted, outcome-focused assurance.

Responsibilities

Lead QA Insight & Reporting Strategy: Define how QA insight is interpreted, governed, and reported, ensuring clear visibility of customer outcomes, conduct risk, operational performance, emerging themes, and assurance effectiveness.
Own QA Insight, Governance & Business Requirements: Translate QA frameworks, scorecards, and standards into reporting, data, and tooling requirements, while setting interpretation standards, controls, and governance for consistent, trusted decision-making.
Drive Risk-Based Assurance & Targeting: Develop and embed an insight-led assurance approach, using customer, regulatory, conduct, and operational risk indicators to prioritize assurance activity and focus on high-risk areas.
Identify and Deliver Automation & Tooling Opportunities: Define and prioritize QA automation and tooling requirements, partnering with Technology, Data, and Change teams to improve assurance coverage, efficiency, targeting, and adoption of future-state QA capabilities.
Champion AI & Advanced Analytics Opportunities: Identify, shape, and govern AI, speech, and text analytics use cases, ensuring outputs are explainable, appropriately controlled, and used effectively to improve assurance outcomes and thematic insight.
Provide Strategic QA Leadership & Challenge: Act as the senior QA lead for insight, automation, and tooling, delivering expert analysis, recommendations, and constructive challenge to support the Head of Customer Assurance and the evolution of a modern, customer outcome-focused QA function.

Requirements

Significant experience leading the application of analytics, insight, automation, or assurance capabilities within Insurance, Financial Services, or another regulated environment.
Proven experience developing risk-based insight, governance reporting, business requirements, and reporting standards to support operational and executive decision-making.
Strong understanding of QA and assurance frameworks, outcome-based assurance, risk-based monitoring, and customer outcome management within a regulated setting.
Experience identifying and shaping automation, AI, and advanced analytics opportunities, with knowledge of governance, controls, explainability, and appropriate business application.
Excellent ability to translate complex business and assurance needs into clear data, tooling, automation, and governance requirements for specialist delivery teams.
Strong stakeholder management, communication, and influencing skills, with the ability to lead change, provide constructive challenge, and collaborate effectively across QA, Operations, Data, Technology, Compliance, and Change functions.

Skills

Analytics
Insight
Automation
Assurance capabilities
Risk-based insight
Governance reporting
Business requirements
Reporting standards
QA frameworks
Outcome-based assurance
Risk-based monitoring
Customer outcome management
AI
Advanced analytics
Data
Tooling
Stakeholder management
Communication
Influencing
Change leadership

Location

Bexhill
London
Leicester

Work Type

Hybrid

Experience Level

Lead
Senior

Benefits

Competitive salary
£5k car allowance
Flexible working
Competitive bonus scheme
Private medical insurance
Life assurance cover (4x salary)
Income protection
Matched pension contributions up to 10%
Discounts
Cashback
Free independent mortgage advice
Free access to financial wellbeing support
Thrive mental health app
Colleague assistance programme (24/7)
In-house mental health first aiders
Support groups
27 days annual leave + bank holidays
Option to buy or sell one week of annual leave
Health care cash back plans
Dental plans
Discounted health assessments
Cycle to work scheme
Tech scheme
Discounted and free onsite facilities
Social events

About the Company

Hastings Direct is a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market.
The company has made significant investments in data and tech capabilities and nurtures a 4Cs culture (Colleagues, Customers, Company, Community).
Hastings Direct provides insurance for over four million customers.
Hastings Direct is a fast-growing, agile, digitally focused general insurance provider employing over 4,600 colleagues.
The company's vision is to be the best and biggest digital insurance provider in the market.
Hastings Direct focuses on getting it right for colleagues, customers, company, and community, creating a dynamic, flexible, fun, and constantly changing environment.
The company offers scope to make a real difference for customers, influence the company, benefit communities, and have fun.

Equal Opportunity

Hastings Group is an equal opportunities employer, treating people fairly and welcoming applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status.
Hastings Direct is committed to creating an inclusive environment where everyone has the opportunity to succeed.
Reasonable adjustments are available during the recruitment process.