Director, Claims Optimization - Workers' Compensation

Dir Strategic Initiatives - NS06AE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

         

Role Description:

The Director of Transformation & Optimization Office (T&OO) will lead a cross‑functional team accountable for owning a significant investment and business portfolio focused on transforming the Workers’ Compensation Claims experience for customers, agents, and brokers.

This role partners closely with T&OO senior leadership to integrate strategic vision and end‑to‑end transformation efforts across Claims into a cohesive roadmap and strategy. The Director works with and influences stakeholders across Workers’ Compensation Claims to own and govern the portfolio of strategic initiatives, including backlog refinement, prioritization, benefit alignment, and execution across change management, risk controls, and issue resolution.

The role collaborates with key partners across T&O (Auto, Property, FLiB), Claims, CIO, Data Science, EDS, Performance Analytics, Digital, CX, Vendors, Legal, and Compliance to drive desired business and Claims outcomes. This role reports to the AVP, Workers’ Compensation Transformation & Optimization Office.

We are seeking a proven leader who can lead teams and influence senior stakeholders to shape the future of claims operations through strategic leadership and cross‑functional collaboration.

WORK ARRANGEMENTS:

This role can have a Hybrid or Remote work arrangement.  Candidates who live near one of our office locations, will have the expectation of working in an office 3 days a week (Tuesday through Thursday).   Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise. Hybrid/Remote pending location availability.

Responsibilities:

• Own and drive end‑to‑end transformation strategies across Workers’ Compensation Claims, focused on unlocking pace and scale, extending solutions across the business, and embedding generative AI throughout customer and claims journeys.
• Drive consistency and best practices across Workers’ Compensation customer experience and supporting Claims processes.
• Own and govern the portfolio of transformation and strategic initiatives, ensuring disciplined prioritization, alignment to strategy, and delivery of financial benefits and differentiated customer experiences.
• Develop and continuously refine the strategy and roadmap for leveraging data insights, generative AI, and other solutions to evolve the Workers’ Compensation operating model and customer experience.
• Lead Optimization Consultants to ensure quality and timely delivery, proactive risk mitigation, and accurate development of KPIs and financials; conduct analysis to inform business requirements.
• Partner with T&OO Value Streams and CIO partners to assess and refine solution design, estimates, and corresponding epics and features, ensuring alignment with the Claims roadmap.
• Own metric development, cost‑benefit analysis, and control planning for new processes or capabilities in partnership with Workforce Management, Finance, and Claims leadership.
• Partner with IT to support delivery including PI planning for ARTs, build, issue resolution, testing, change management, release, and measurement of results; coordinate with Agile Product Management peers on cross‑ART considerations.
• Conduct analysis and support proof‑of‑concept pilots or test‑and‑learn initiatives to validate strategy or solution design assumptions.
• Engage and influence stakeholders and business partners to identify process and technology enhancement opportunities, guide prioritization discussions, and maintain alignment with strategy.
• Lead or collaborate on strategic planning activities, including agenda development and facilitation of strategy working sessions.
• Govern disciplined prioritization and planning, maintain backlogs, and support effective team‑level agile routines (PI planning, refinement, approvals, reviews, and d