Director, Strategic Transformation – Claims CX Value Stream

Role Overview

• Define and execute end-to-end transformation strategies across P&C Claims, driving pace, scale, and consistency across lines of business and functions.
• Develop and refine the strategy and roadmap to scale investments and leverage data insights, generative AI, and digital capabilities to transform the claims operating model and customer experience.
• Lead or collaborate on strategic planning activities, including agenda development and facilitation of strategy meetings.
• Serve as a business lead for the IT investment portfolio, shaping business requirements, prioritizing capabilities, and driving optimization.
• Partner with Agile Product Manager and CIO teams to align business requirements with technology delivery, refine solution design, and ensure roadmap alignment.
• Oversee optimization consultants to ensure quality and timely delivery, mitigate risks, and develop KPIs and financials accurately.
• Develop lean business cases to support prioritization and funding decisions.
• Engage and influence stakeholders to identify process and technology enhancements, guide prioritization, and ensure alignment with strategic objectives.
• Own metric development, cost-benefit analysis, and control planning for new processes or capabilities in partnership with Workforce Management, Finance, and business leaders.
• Shape and sustain a culture of innovation and continuous improvement by setting the strategic tone, encouraging curiosity and bold thinking, and embedding innovative practices into business strategies and decision-making.
• Educate and challenge the organization to adopt leading-edge capabilities and embed innovation into roadmaps.
• Conduct proof-of-concept pilots or test-and-learn initiatives to validate strategies and solution designs.
• Stay informed on industry trends and emerging practices to guide business decisions and ensure alignment with enterprise priorities.
• Lead, develop, and inspire a high-performing team—driving engagement, fostering collaboration, and creating an environment that motivates individuals to achieve strategic outcomes and grow professionally.

Requirements

• Strong P&C Claims business knowledge preferred and a minimum of ten years of industry experience
• 5+ years in a leadership role driving strategy and/or innovation
• Expertise in leveraging technology to drive business value, with deep knowledge of innovation and strategy enablement
• Strong analytical skills and business/data acumen
• Proven ability to lead in complex, time-sensitive environments, manage competing priorities, budgets, and project planning
• Experience with automated business processes, technology-driven solution design, and data science/AI strongly preferred
• Green or Black Belt certification or similar process methodology training preferred
• Familiarity with agile methodologies (SAFe, Scrum, Kanban, XP) and tools (Rally, JIRA) preferred
• Experience in data analysis to generate insights, test hypotheses, and enhance customer experiences
• Knowledge of change management frameworks (e.g., ADKAR) preferred.

Benefits

• Short-term or annual bonuses
• Long-term incentives
• On-the-spot recognition