Product Operations Specialist

WTW•Edinburgh, IN

1d•Hybrid

About The Position

Within our Risk and Brokering team, we are setting out to revolutionize the way the global Insurance market conducts its business today, to create more efficient ways of working and a better solution to placing risk, reducing costs and transforming the way we operate in the broker- insurer value chain. WTW has a unique opportunity to deliver a service to the market that improves time and cost efficiency, revenue generation and accessibility to new markets across the value chain for both insurers and brokers. We will deliver this by building digital journeys that: Optimize placement of risk Provide the opportunity to access new markets and capital Utilise data to understand and influence competitive pricing Leverage the full suite of capabilities within WTW Provide a service that delivers connectivity for brokers to insurers as well leverage the opportunity within the market through many to many connectivity (brokers and insurers) Working as part of a team to establish a new way of Digital Trading within the Global Insurance Industry, you will work collaboratively with the Head of Technology and your peers to support both the set up and subsequent rapid growth journey of a new part of WTW, winning new customers and expanding into new markets internationally. PURPOSE To support the successful launch and adoption of new products and technology across our internal colleagues and clients. This role sits within the Product Operations team and covers the full product lifecycle — from readiness and documentation before launch through to adoption tracking, feedback ownership and informing the end to end plan. PRODUCT & LAUNCH READINESS (approx. 35% of role — front-loaded before each launch) Become a deep product expert — understanding how the product works, how different user groups will use it, and where common problems arise. Work closely with Product Managers to complete all product readiness and Product Ops requirements ahead of go-live. Produce and maintain cross-functional reference material required for Go to Market readiness — including process guides, release notes and user-facing documentation. Lead and participate in User Acceptance Testing (UAT) and validation processes, investigating and documenting bugs and contributing to feature prioritisation. Build repeatable processes that simplify product releases for internal stakeholders across regions. ADOPTION & DELIVERY (approx. 35% of role) Drive product adoption and behaviour change — understanding what is needed to land a product or change effectively with each colleague group. Measure colleague will and identify adoption barriers — tracking sentiment, resistance and blockers and feeding these back into the launch approach. Coordinate, monitor and report on Product OKRs and success metrics, using data to understand what is working and escalating where adoption is at risk. Write, edit and contribute to training materials, help articles and internal communications that support colleagues at the point of work. Collaborate with Product Managers, Engineering Managers and ops stakeholders to ensure a joined-up go-to-market approach. Informs the end to end plan — bringing together insights from the business, product and adoption data to shape what happens next. FEEDBACK & CONTINUOUS IMPROVEMENT (approx. 20% of role) Own the feedback loop from discovery to resolution — collecting, triaging and routing feedback from all user groups and stakeholders, and ensuring it reaches the right people in Product. Build and maintain strong relationships across Placement, Operation and Servicing stakeholders — acting as the trusted voice of the colleague into the product team. Identify product opportunities surfaced through day-to-day business engagement and structured feedback. Consult data tools and other sources of insight to identify areas for continuous improvement in both the product and the support experience. Identify and escalate risks, issues and blockers clearly, with a suggested path to resolution. SUPPORT & OPERATIONS (approx. 10% of role) Become an expert in the support experience for users — understanding what good looks like and helping to raise the standard. Keep documentation, training materials and help articles accurate and up to date as products evolve. Contribute to procurement support, bug triage and release and change enablement activities as needed.

Requirements

3+ years of experience working within a Product Operations, change management or similar role.
Results-oriented with a practical approach to problem solving — able to find creative solutions under pressure.
Clear and effective verbal and written communication skills — comfortable engaging with technical and non-technical audiences.
Thorough, organised and detail-oriented, with the ability to prioritise and manage multiple workstreams simultaneously.
Comfortable working independently as well as collaboratively across teams and regions.
Experience measuring adoption and translating colleague feedback into product insight.
Able to communicate issues, risks and paths to resolution clearly and constructively.

Responsibilities

Become a deep product expert — understanding how the product works, how different user groups will use it, and where common problems arise.
Work closely with Product Managers to complete all product readiness and Product Ops requirements ahead of go-live.
Produce and maintain cross-functional reference material required for Go to Market readiness — including process guides, release notes and user-facing documentation.
Lead and participate in User Acceptance Testing (UAT) and validation processes, investigating and documenting bugs and contributing to feature prioritisation.
Build repeatable processes that simplify product releases for internal stakeholders across regions.
Drive product adoption and behaviour change — understanding what is needed to land a product or change effectively with each colleague group.
Measure colleague will and identify adoption barriers — tracking sentiment, resistance and blockers and feeding these back into the launch approach.
Coordinate, monitor and report on Product OKRs and success metrics, using data to understand what is working and escalating where adoption is at risk.
Write, edit and contribute to training materials, help articles and internal communications that support colleagues at the point of work.
Collaborate with Product Managers, Engineering Managers and ops stakeholders to ensure a joined-up go-to-market approach.
Informs the end to end plan — bringing together insights from the business, product and adoption data to shape what happens next.
Own the feedback loop from discovery to resolution — collecting, triaging and routing feedback from all user groups and stakeholders, and ensuring it reaches the right people in Product.
Build and maintain strong relationships across Placement, Operation and Servicing stakeholders — acting as the trusted voice of the colleague into the product team.
Identify product opportunities surfaced through day-to-day business engagement and structured feedback.
Consult data tools and other sources of insight to identify areas for continuous improvement in both the product and the support experience.
Identify and escalate risks, issues and blockers clearly, with a suggested path to resolution.
Become an expert in the support experience for users — understanding what good looks like and helping to raise the standard.
Keep documentation, training materials and help articles accurate and up to date as products evolve.
Contribute to procurement support, bug triage and release and change enablement activities as needed.