Warranty First appoints Darren Laughton as Director of Technology Delivery

Warranty First has appointed Darren Laughton as Director of Technology Delivery as the business continues to invest in its systems, data and digital capabilities.

Darren brings more than 25 years of technology leadership experience - including senior roles across automotive retail. He spent eight years at CarShop, later Sytner Select, where he progressed from Project Manager to Head of IT and then Head of Programme Management.

During that time, he supported major change across 15 sites and 1,200 colleagues, including new store openings, the integration of Car People, the introduction of a business-wide CRM and the digitisation of several complex operational processes.

Darren later joined online automotive retailer Carzam as Head of Technology before leading technology delivery programmes at Halfords. Most recently, he managed major delivery programmes at Anglian Water.

Commenting on the appointment, Leo Nelson, Director at Warranty First, said:

“Darren’s appointment is an important step in the next stage of Warranty First’s development. He brings a strong combination of automotive retail experience, technology leadership and practical delivery expertise. Just as importantly, he understands that technology only creates value when it makes things simpler for the people using it.

“As we continue to invest in our systems, data and dealer experience, Darren will play a key role in helping us build a more connected, efficient and commercially useful proposition for our dealer partners, customers and colleagues.”

At Warranty First, Darren will be responsible for technology and IT across the business. His initial focus will be on understanding how teams, dealer partners and customers currently work, identifying opportunities to remove friction and helping to create a more connected experience from the first dealer conversation through to claims and renewal.

Using better data to make better decisions

A central part of that work will be improving how Warranty First captures, connects and uses data. Darren believes that good data allows businesses to move away from broad assumptions and make more focused decisions.

He said: “If you don’t capture the right data, you can’t report on it and you can’t make good decisions from it. Good data helps you understand what is really happening, where the opportunity sits and what action will make the biggest difference. That applies at every level of a business. Senior leaders need a clear view of overall performance, while individual teams need information that helps them improve the way they work day to day.”

Darren’s approach is built around understanding the business problem first rather than starting with a particular system or piece of technology.

He added: “Technology should never be introduced for its own sake. You need to understand what people are trying to achieve, why it matters and where the current process is creating frustration. The people doing the job are the experts in what they do. My role is to listen, understand and then look at how technology can make their lives easier and improve the experience for everyone involved.”

Creating a more joined-up dealer experience

For Warranty First’s dealer partners, the long-term aim is to make processes simpler, quicker and more connected.

That includes reducing unnecessary administration, improving access to useful information and making it easier for dealers to sell and manage Warranty First products. It also means supporting Warranty First’s own teams with the tools and information they need to respond quickly and consistently.

Darren said: “The best technology is often the technology people don’t have to think about because it simply works. Dealers should be able to spend less time navigating systems and managing administration and more time focusing on their customers and growing their businesses. If we can remove friction, improve visibility and help dealers protect profitability, then we are creating real value.”

His immediate priorities include listening to colleagues and dealer partners, reviewing the current technology landscape and identifying both quick wins and longer-term opportunities. That work will support Warranty First’s wider ambition to create an even more joined-up experience across dealer onboarding, product sales, claims and renewals.

Reflecting on what success would look like, Darren said: “The goal is a more connected process from the dealer through to the customer and the claim. There are opportunities across the business and I’m looking forward to using technology and good data to make a visible difference.”