Work Design & Innovation Manager

Mercury Insurance is an insurance company focused on helping people reduce risk and overcome unexpected events. The Work Design & Innovation Manager leads complex work redesign initiatives, including AI-optimized workflows, role evolutions, and skills development, while advancing methods, tools, measurement, and playbooks. The role also partners with leaders and cross-functional stakeholders to support change, implementation, adoption tracking, and continuous improvement.

Responsibilities:

• Lead discovery and current-state assessments in partnership with business functions to understand workflows, decision points, team interactions, role clarity, and sources of friction
• Establish the intended business, customer, and employee outcomes for each redesign effort, including clear success criteria; establish practical baselines and measurement to assess improvement
• Lead the co-creation and end-to-end design of workflows in which human expertise and AI capabilities complement one another to achieve desired outcomes
• Lead workshops, working sessions, and stakeholder discussions to identify and prioritize opportunities for AI optimization (automation, assistive pilots, agents) and the implementation needs required to realize value
• Assess and prioritize opportunities to improve coordination, decision-making, handoffs, and team effectiveness across targeted workflows or organizational areas
• Ensure redesigned processes and practices are documented, measurable, and embedded into day-to-day operations
• Establish accountability with stakeholders to monitor outcomes against agreed success criteria, gather stakeholder and user feedback, and use insights to identify course corrections and additional improvement opportunities
• Own and continuously evolve work design methods, tools, templates, and delivery approaches for division- or initiative-specific redesign efforts
• Establish trusted partnerships with Sr leaders, team leaders and team members across functions to ensure redesign efforts are grounded in business context and operational realities
• Translate broad transformation goals into practical redesign actions that teams can adopt and sustain
• Advise Sr leaders, team leaders and teams through change by providing structure, facilitation, communication support, and practical implementation guidance
• Lead pilots through full implementation with clear success measures, feedback loops, and change support
• Own adoption, feedback, and improvement tracking, including building dashboards that show how adoption of redesigned work is progressing
• Lead cross-functional efforts across Mercury to gather feedback and lightweight metrics, surface insights, and identify improvement opportunities
• Establish and maintain documentation, action logs, and decision records so the lane’s work is transparent and easy to build on
• Use evidence to recommend what to refine, scale, or retire

Requirements:

• Bachelor's degree and relevant experience preferred
• 5-7+ years of experience in operating model or organizational design, transformation, process improvement, organization design, work design, or a related field
• Strong value realization and data-driven orientation, with a proven track record of defining success criteria and measures and tracking results over time
• Demonstrated experience redesigning and documenting workflows, roles, team practices, operating models, or ways of working in a complex organization
• Demonstrated experience leading cross-functional initiatives that require structured problem solving, stakeholder alignment, and implementation discipline
• Demonstrated ability to use data, feedback, and measurable outcomes to inform recommendations and evaluate impact
• Working knowledge of continuous improvement, service design, systems thinking, or similar approaches
• A self-directed leader and natural driver, energized by building something new and tackling the challenges that come with it
• Able to move fluidly between strategic, tactical, and operational levels, translating strategic outcomes into detailed workflows that are practical, measurable, and sustainable
• Demonstrated ability to apply AI and collaboration tools hands-on, learn quickly, and continuously redesign how you work using AI to amplify your impact
• Strategic and creative builder of high-quality collateral—from workflow designs and operating models/team structures to role descriptions and skill journeys
• Highly organized, reliable, and detail-oriented; keeps many pieces moving without dropping details and takes pride in polished, consistent work
• Consulting experience
• Experience with Glean or similar AI platforms a plus
• Experience with the insurance industry