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Identify and drive opportunities for transformative means of transacting business across the insurance lifecycle differently to improve service delivery to customers in a more effective and efficient manner.
Work with process owners across the Company network to identify and scale improvements in the insurance lifecycle that simplify the employee effort, improve data quality, ease data entry requirements, and improve the customer experience. Identify barriers to scaling opportunities and devise options to simplify or reengineer the structure and process for enablement.
Partner with the global and local teams to share information, push for standards, and factor in required variances so that solutions can be scaled to increase benefits.
Work with the COG and regional sponsors and program support team to assure rigorous planning, monitoring, risk mitigation and forward-looking actions to achieve collective targeted benefits.
Ensure that each region prioritizes resources against this global initiative and retains the appropriate balance of staff for opportunity discovery, execution, support and change management.
Digital & Customer Experience
Partner to identify COG s progress in delivering a digital service experience to both digital and analog customers. Initial focus is consumer and small commercial business segments, extending digital servicing capabilities across other partner channels.
Participate in and lead elements of research, testing, metrics analysis, data insights, and experimentation to inform decisions.
Lead the definition, review and preparation of COG metrics to derive progress against Corporate CX KPIs.
Understand customer pain points, assist in defining solutions, and bring them to life.
Identify insights that drive actions to improve Employee and Client Experience.
Ensure that COG continues to deliver customer capabilities digitally, for an improved experience-prioritized based on customer feedback and insights.
Drive initiatives to ensure that COG realizes the organizations goals to digitize our internal operations and enable an Omni channel experience to service the customer on their terms.
Manage overall program platform design, implementation, on-going execution and scope expansion to enable real-time feedback on customer and employee insights across COG markets
Provide guidance and consultative points of view to leadership teams and customer champions
Identify and promote platform enhancements which enrich touch points and overall NPS program
Partner with leadership teams across businesses, functions and geographies on NPS enablement to promote awareness and grow platform adoption.
Assist in IPA and NPS Steering Committee review content and preparation and stakeholder communications
Skills and Attributes
Master s or Bachelors Degree in appropriate field
10+ years experience in insurance and or financial services
The candidate must understand the entirety of the insurance lifecycle and key processes to drive common standards and best practices.
Knowledge of international insurance markets, consumer and commercial business norms.
Demonstrated experience in leading and managing teams through transformational change.
Trained in Six Sigma or another process improvement methodology
This includes hands-on skills to support future state process mapping, end-to-end project planning, customer journey mappings, design thinking, client research, communications, negotiations, problem solving and consultative thinking.
Excels at working in multi-cultural groups and disrupting the status quo.
Excellent communication skills, verbal and in writing, in English; able to independently interact with executive leaders.
Self-motivated and able to operate independently with limited guidance and direction.
Empathetic about customer and employee problems with an ability to distill insights into the right product/process solution.
Technically savvy with experience working with designers and developers to craft usable experiences.
Strong analytical skills and a proven process of data-validated, hypothesis-driven, experiment-tested decisions.
Possess a deep curiosity about customer needs.
Adept at working on customer problems in a metrics-driven environment.
Experience in client or market research, interacting with stakeholders to understand business requirements, developing research solutions, managing research projects, interpreting results, and presenting recommendations to enable action.
Strong project management skills and demonstrated ability to establish priorities for multiple research-based solutions and programs in collaboration with colleagues and business leaders.
Working acumen to respect privacy and protectionism laws in various geographies
Able to manage multiple projects simultaneously.
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