Customer Strategy Delivery Lead

• Title

  Customer Strategy Delivery Lead

• Role

  Customer Relationship

• Salary

  Up to £85,000 depending on experience

• Hours

  35

• Type

  Permanent - Full Time

• Closing Date

  21-05-2026 at 23:59

• Location

  Linford Wood House, 6-12 Capital Drive
  Milton Keynes
  Buckinghamshire
  MK14 6XT

• Downloadable Job Files

  • Benefits
  • Policy Document
  • Job Description
  • Job Information Pack
• Apply Now

About MIB

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.

Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

About the role

In this role you will Co-lead the delivery of initiatives within the Accelerating to Zero strategy, specifically aligned to the Uninsured Driving Prevention Value Stream, where ‘We’ll Make Powerful Shifts to End Uninsured Driving for Good’ (UDP) Pillar.

You'll work collaboratively across all strategic value streams to ensure outcomes are aligned, prioritised, and progressing with momentum. You'll ensure, seamless alignment between organisational technical objectives, evolving customer needs, foster a culture of curiosity, innovation, and challenge conventional thinking to deliver measurable value in respect of the ‘We’ll Make Powerful Shifts to End Uninsured Driving for Good’ (UDP) Pillar.

Key responsibilities 

Leadership & Delivery

• Lead the planning and execution of uninsured driving prevention initiatives, coordinating roadmaps and backlog prioritisation with the Head of Customer Delivery Services and Senior uninsured driving prevention manager.
• Maintain delivery momentum across workstreams, ensuring alignment to strategic goals, OKRs and optimising benefit realisation.
• Coach and mentor colleagues and support the education of our stakeholder community.

Workstream Oversight - Lead the creation and oversight of various, evolving cross-functional workstreams - including, but not limited to

• New Product Discovery, Design and Experimentation
• Route to real-time data capabilities to support reducing the risk of uninsured drivers
• Third party supported activity, such as data experimentation and analysis

Programme & Change Management

• Define, track, and report on initiative benefits from ideation through to implementation, ensuring measurable business value is delivered, working closely with the Value Delivery team to ensure consistency of approach.

Stakeholder Collaboration

• Engage and work closely with key internal teams in support of cross-stream alignment and shared outcomes.
• Engage and build relationships with external partners to drive change and maintain delivery focus and in support of cross-stream alignment and shared outcomes.

Governance & Risk Management

• Develop and maintain governance artefacts, delivery plans, and roadmaps in line with internal policies.
• Proactively manage risks and issues across the UDP value stream, ensuring the impact of strategic decisions are well-informed, documented and understood.

Reporting & Communication

• Prepare materials for appropriate governance and business meetings, senior leadership briefings, and external/internal presentations, or informal team updates around the business.

Knowledge Sharing   

• Champion strategic initiatives by actively promoting progress and insights. Share knowledge across the organisation, especially on areas of change and opportunity, and provide coaching to support and encourage individual and team development
• Keep abreast of developments across the insurance industry, enforcement landscape, and government policy. Evaluate innovations, trends, opportunities or ideas and support solution design and delivery, connecting strategy to execution and demonstrating understanding of broad business drivers and capabilities.

Skills and Experience 

• Experience in strategic programme delivery, ideally within technology, or insurance sectors.
• Excellent stakeholder management and communication skills, with the ability to influence at all levels.
• Demonstrable experience in risk management and in establishing/maintaining governance artefacts (e.g., delivery plans, roadmaps, RAIDs, etc).
• Comfortable navigating legal, compliance, and procurement landscapes.
• Experience in benefit tracking and value realisation.
• Proven experience leading cross‑functional teams and directing workstreams.
• Ability to work well in cross-functional teams and foster a culture of innovation and continuous improvement.
• Proven Analytical and Systematic Thinking: Ability to evaluate and synthesise complex information for decision-making, fostering a culture of innovation and continuous improvement.
• Ability to Translate Delivery into Measurable Business Value: Ensure strategic alignment with organisational objectives.
• Experience Managing Stakeholder and Partnership Relationships: Especially in complex and cross-functional environments.
• Customer-centric.
• High emotional intelligence and a questioning, forward-thinking mindset.

Job Title: Customer Strategy Delivery Lead - Uninsured Driving Prevention 
Salary: Up to £85,000
Grade: 14
Working Hours: 35
Working Pattern: Monday - Friday 
Office Location: Milton Keynes 
Job Type: Permanent 

IT kit supplied to you
£320 (before tax) start up allowance
Hybrid working (2 days in the office per week) 

Other Benefits include: 
Contributory Group Stakeholder Personal pension scheme 
Life Assurance 
Employee Incentive Scheme 
27 days holiday (plus public holidays) 
Holiday purchase scheme 
Sports and Social Club
24/7 Employee Assistance Programme 
Free access to online tools to support mental and physical health  
Enhanced maternity, paternity and adoption leave 
1 volunteer day each year and charity matched funding scheme

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.

So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.

We aim to keep this advert open until the closing date, but on occasion we may close it early if application numbers are high

Closing Date

21-05-2026 at 23:59

Apply