# CPO Stories: Hannah Kershaw - Domestic and General

Page: https://stenobird.com/podcast/one-knight-in-product-2167718/cpo-stories-hannah-kershaw-domestic-and-general
Text version: https://stenobird.com/podcast/one-knight-in-product-2167718/cpo-stories-hannah-kershaw-domestic-and-general.md
Podcast: [One Knight in Product](https://stenobird.com/podcast/one-knight-in-product-2167718)
Published: 2025-08-04T17:18:07+00:00
Episode link: https://oneknightinproduct.podbean.com/e/cpo-stories-hannah-kershaw-domestic-and-general/
Audio file: https://mcdn.podbean.com/mf/web/hzk7asqz4qkjbtnt/E255-Hannah-Kershaw.mp3
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JSON: https://stenobird.com/v1/public/podcasts/one-knight-in-product-2167718/episodes/cpo-stories-hannah-kershaw-domestic-and-general
Duration seconds: 2653

## Resource

In this episode, I speak with Hannah Kershaw, Chief Product Officer at Domestic and General, a company that you might not have heard of but absolutely need in your corner the next time your dishwasher breaks. Hannah's journey took her from marketing to e-commerce, into product leadership at GoCompare, and now to transforming Product at a billion-pound growth organisation. We cover a lot, including: What Domestic and General actually does: A century-old, billion-pound business with 6.5 million subscribers across 12 markets, providing repair and replacement services for household appliances through service plans and insurance products. A behind-the-scenes powerhouse: Domestic and General powers customer journeys via major retail and manufacturer partnerships (e.g. Argos, AO, Hotpoint), often handling registration, support, and repair logistics under their partners' brands. Product complexity in a partner-led model: Coordinating customer experience, retailer requirements, manufacturer constraints, and service delivery logistics - without directly employing a single repair technician. Building product from scratch: How Hannah established a product function at Domestic and General, moving from a traditional delivery model to domain-based product teams focused on growth and customer retention. Evolving team structures: Starting with customer and partner-aligned squads before transitioning to domain-oriented teams, reflecting shifts in strategic focus and incorporating feedback from engineering and delivery teams. Product vs Proposition: Domestic and General brings together digital product managers and proposition managers - handling platforms and customer experiences on one side, and the commercial performance of insurance offerings on the other. Philosophy of simplification…

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## Transcript

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