Process Design Specialist II

Key Responsibilities

• Coordinate, plan, and implement projects by analyzing and understanding project scope and objectives.
• Drive multiple simultaneous projects and initiatives to successful, on-time completion.
• Liaise and communicate with project stakeholders across the claims organization regarding project details, deliverables, and timelines.
• Recognize operational problems by performing root-cause analysis to drive impactful solutions for the organization.
• Analyze and evaluate existing process workflows to identify inefficiencies, bottlenecks, and areas requiring improvement, then design and produce updated processes, procedures, and documentation with appropriate guidance and oversight.
• Create process maps with little to no assistance and lead process design, improvement, and root-cause analysis working sessions.
• Analyze data to identify opportunities and trends, monitor project effectiveness against key performance indicators (KPIs), and generate reports and presentations on process performance.
• Motivate, inspire, and influence peers and leaders without being their direct manager, enabling collaboration on new processes and training.

Requirements

• 3-5 years of property claims experience, with in-depth knowledge of the claims process (FNOL, reading a policy, investigation, coverage determination, evaluation, and settlement) sufficient to support adjusting teams.
• Analytical Thinking — ability to break down complex concepts into manageable pieces, identify patterns, and identify a path forward.
• Great Communication — strong, customer-centric written and oral communication; able to communicate concisely and consistently to a wide range of internal and external stakeholders.
• Highly Collaborative — motivates and inspires cross-functionally; able to influence and lead teammates from various backgrounds without direct authority.
• Consistent Execution — delivers on deadlines while balancing competing priorities; self-motivated, well-organized, and able to work independently on assigned or leader-directed workloads.
• Learning Mindset — willingness to learn different methodologies and problem-solving tools, including root-cause analysis, process mapping, and project management.
• Technology-Forward — an early adopter who embraces new technology, processes, and software; proficient in Microsoft and Google, project management, training, and documentation tools, and AI tools; able to train peers on new tools.
• Data-Driven Decision-Making — able to analyze quantitative and qualitative data to identify trends, measure performance, and drive decisions at a fast pace.

Nice-to-Haves

• Formal Lean Six Sigma certification or equivalent process-improvement credential.
• Background in change management or training delivery to enhance user adoption during process or system rollouts.
• Experience piloting innovative tools or processes to improve efficiency, particularly in catastrophe claims or systems optimization.
• Comfortable facilitating training and/or meetings independently and virtually to a large group.
• Ability to see the big picture—understanding how Claims fits into the company’s roadmap and strategic vision—and comfort managing ambiguity and complex tasks with incomplete information.