Process Excellence & Journey Lead (Claims)

About the role

The Process Excellence & Journey Lead (Claims) is responsible for leading end‑to‑end process and customer‑journey transformation in support of an AI‑first operating model. The role partners with business, data, technology and workforce teams to redesign work, improve outcomes and enable scalable transformation across priority value streams.

Key responsibilities

• Lead the redesign of processes and customer journeys, integrating AI, automation and advanced analytics.
• Collaborate across business, data, technology and workforce functions to improve operational and customer results.
• Ensure processes are efficient, well‑documented, and structured for intelligent orchestration and measurable business value.
• Drive cross‑functional transformation initiatives in an agile, collaborative environment.
• Translate strategic intent into practical execution and champion new ways of working.

Required profile

• Knowledge of process excellence, journey‑based design and continuous improvement methodologies.
• Understanding of AI‑enabled workflows, automation and data‑driven decision‑making.
• Familiarity with operating model design, business process architecture and customer journey mapping.
• Ability to integrate business, data, technology and workforce capabilities to drive transformation.
• Knowledge of performance metrics, value realization and process governance practices.

Required skills