ABSOLUTELY NO H1S OR 3RD PARTIES.
THIS ROLE WILL BE HYBRID ONSITE IN CHICAGO.
Claims Change Manager – Change Orchestration, Process Analysis and Transformation
Leading global specialty insurance company actively seeking a Claims Change Manager with extensive
claims transformation, change orchestration and process analysis experience to join on a contracting
basis. The selected individual will be responsible for driving the end-to-end delivery and adoption of
internal Claims transformation initiatives, ensuring process, technology, people, controls, reporting
and operational readiness activities are aligned from design through implementation and stabilization.
The successful candidate will report to the VP, Operational Excellence & Transformation, Claims North
America.
This role is focused on orchestrating business change across multiple Claims transformation
workstreams, including process redesign, stakeholder impact assessment, readiness planning,
adoption management, communications, training coordination, dependency management, risk and
issue management, and benefits realization. The successful candidate will coordinate initiatives, track
progress, surface operational impacts and report outcomes on a regular basis.
This is a business-facing change orchestration and process analysis position involving engagement
with stakeholders across Claims, IT, Operations, Finance, Data/Analytics, Compliance and other
impacted functions, with heavy interaction with technology delivery teams.
Responsibilities
- Lead change orchestration across Claims transformation initiatives, ensuring alignment of
business readiness, stakeholder engagement, communications, training, process redesign,
testing, implementation and post-go-live stabilization.
- Conduct current-state and future-state process analysis across key Claims workflows,
identifying operational pain points, handoff issues, control gaps, duplication, automation
opportunities and process improvement recommendations.
- Manage the end-to-end delivery lifecycle for complex Claims change initiatives, producing
high-quality project, readiness and implementation plans to tight deadlines.
- Actively manage project risks, issues, business impacts, change readiness, dependencies,
decision points and escalation paths across overlapping resources and workstreams.
- Develop and maintain change management deliverables, including stakeholder maps,
change impact assessments, readiness plans, communications plans, training needs
assessments, adoption metrics, RAID logs, presentations and status reports.
- Partner with multiple workstream leaders to guide delivery approach, sequence activities,
resolve cross-functional dependencies and ensure changes are embedded into day-to-day
Claims operations.
- Coordinate project team members and manage stakeholder relationships across business
and technology teams, including Claims leadership, Operations, IT, Finance,
Data/Reporting and control functions.
- Create and execute user acceptance testing strategies, business validation approaches and
operational readiness checkpoints to confirm solutions meet Claims process and control
requirements.
- Ensure all IT and business operational areas are prepared to accept, adopt and sustain the
change, including process updates, role impacts, communications, training, controls,
reporting and hypercare support.
- Report regularly to senior management on delivery progress, readiness status, adoption
risks, decision needs, dependency impacts and benefits realization.
- Support post-implementation evaluations, lessons learned, adoption measurement and
process performance tracking to confirm outcomes are achieved and sustained.
Desired Skills & Experience
- Minimum 10+ years of successful, continuous project, change management and
transformation experience; experience working within Insurance Claims is strongly
preferred.
- Proven track record delivering large and complex Claims, Operations or technologyenabled change initiatives from design through implementation and stabilization.
- Strong Claims process analysis experience, including process mapping, workflow
assessment, operating model review, control identification, pain point analysis and
process redesign.
- Experience orchestrating business change across technology, process, people, data,
reporting, governance, communications, training, testing and adoption workstreams.
- Advanced knowledge of project, change and process analysis tools, including
PowerPoint, Excel, Visio, Microsoft Project and related delivery, mapping and reporting
tools.
- Experience with target operating model design and process/business change approaches,
including Lean, Six Sigma, continuous improvement, business analysis and organizational
change management methods.
- Demonstrated ability to effectively manage projects from design through
implementation.
- Ability to translate complex transformation objectives into practical readiness plans,
stakeholder actions, adoption measures, implementation roadmaps and sustained
operational outcomes.
- Strong understanding of risk management, governance frameworks, operational controls,
process ownership, decision forums, dependency management and benefits realization.
- Stakeholder management experience up to C-Suite level.
- Evidence of formal change management methodology qualification, such as PRINCE2,
Agile or equivalent.
- Experience with Claims systems, workflow platforms, policy administration systems and
finance systems preferred, including Guidewire ClaimCenter or PolicyCenter, Genius,
SAP and related reporting or operational platforms.
