Head Of Product And CX AI

Role Overview:

Intelligent Solutions have partnered with a leading Insurance brokerage firm to hire a visionary and commercially minded Head of Product & CX who can combine deep AI knowledge with product and customer experience leadership. The successful candidate will be instrumental in building and continuously improving the proprietary Sales CRM platform that serves as the daily operating system for Insurance advisors.

The goal is to equip advisors with AI agents, automations, analytics, training tools, integrations, and productivity enhancers that make them more effective, more valuable to clients and ultimately better sales professionals delivering outstanding service. We are looking for a leader who thrives at the intersection of business impact, technology adoption, and customer success.

Key Responsibilities :

Product Leadership

• Own the end-to-end product vision, strategy, and roadmap for the Sales CRM, ensuring alignment with business goals and advisor needs.
• Design and implement AI-powered tools, workflows, and automations that improve advisor productivity and client service.
• Prioritize product features and enhancements through data-driven decisions that directly impact conversion rates and advisor performance.
• Drive cross-functional collaboration with engineering, data science, training, operations, and sales leadership to deliver scalable solutions.

Customer Experience (Advisor Experience)

• Position advisors as the primary customers of the product, ensuring their voice is central to all product decisions.
• Conduct ongoing discovery, user testing, and feedback loops with advisors to improve usability and adoption.
• Design intuitive interfaces and intelligent support tools that reduce friction and allow advisors to focus on selling and servicing.
• Champion advisor enablement by embedding training, learning modules, and knowledge reinforcement into the CRM experience.

AI, Analytics, and Integrations

• Leverage AI agents and synthetic employees to automate repetitive tasks such as lead follow-up, data entry, and client reminders.
• Deploy advanced analytics and reporting to give advisors actionable insights into their pipelines, client behaviors, and sales performance.
• Build feedback loops where AI continuously improves based on advisor usage patterns and business outcomes.
• Drive integrations with communications tools, collaboration platforms, and external data sources to ensure advisors operate within a seamless ecosystem.
• Ensure AI adoption and system integrations translate into tangible business impact while maintaining compliance, data integrity, and transparency.

Commercial Impact

• Treat the CRM as a revenue-impacting product rather than an internal tool, ensuring it drives measurable ROI.
• Partner with leadership to align product investments with strategic sales and service goals.
• Establish pricing or monetization models (if applicable for external distribution of the CRM/IP).

KPIs and Success Metrics

• Increase in advisor sales conversion rates (primary KPI).
• Advisor adoption and usage rates of CRM features, AI agents, automations, and integrations.
• Reduction in sales cycle times and improvement in lead-to-sale ratios.
• Improvement in client satisfaction scores as measured through advisor interactions.
• Training effectiveness measured by advisor performance uplift.
• Measurable ROI of product initiatives, linking product adoption to revenue growth.

Qualifications and Skills:

• Proven experience in Product Management and Customer Experience leadership, ideally within SaaS, fintech, or insurtech.
• Strong understanding of AI technologies including AI agents, LLMs, workflow automation, analytics platforms, and system integrations.
• Commercially minded with a track record of driving measurable business outcomes through product development.
• Deep empathy for end-users with ability to design intuitive, high-adoption products.
• Strong analytical skills and ability to translate data into actionable product strategies.
• Exceptional stakeholder management and communication skills.
• Entrepreneurial mindset with bias for execution, innovation, and continuous improvement.

What Success Looks Like:

Within 12 months, the Head of Product & CX will have:

• Launched AI-powered CRM features that significantly improve advisor productivity and client experience.
• Embedded analytics, integrations, and automation capabilities that directly increase sales conversion rates.
• Achieved high advisor adoption and satisfaction scores with the CRM platform.
• Established a scalable roadmap that positions the CRM as a market-leading advisor enablement platform.