Our client, a major insurer, is seeking a Claims Optimisation Manager to lead innovation and process improvement within their claims function.
This senior position focuses on using technology, data, and AI to enhance customer experience, reduce cycle times, and improve operational efficiency.
Reporting to the Head of Service Experience, you will oversee a team focused on reimagining claims interactions and implementing data-led solutions that deliver measurable impact.
The role requires strong leadership, analytical expertise, and the ability to drive collaboration across multiple departments and partners.
Key Responsibilities - Lead and develop a team of product owners and claims specialists to optimise processes and deliver automation and AI-enabled solutions.
- Build a culture of accountability, collaboration, and continuous improvement within the function.
- Work cross-functionally with IT, data science, compliance, finance, and HR to align priorities and governance.
- Oversee the implementation and adoption of digital tools, automation, and AI solutions that improve customer outcomes and operational performance.
- Optimise end-to-end customer journeys, driving efficiency and delivering best-in-class experiences.
- Use analytics to identify trends, manage performance, and report on claims volumes, cost savings, and efficiency gains - Ensure strong governance, compliance, and risk management across all initiatives.
- Partner with stakeholders to translate insights into practical, data-driven improvements.
- Maintain awareness of emerging insurtech, automation, and AI trends to inform ongoing strategy.
Experience and Qualifications - Minimum 7 years' experience within the insurance industry, with at least 5 years in a management role.
- Proven track record in customer journey optimisation and digital transformation within claims or related functions.
- Bachelor's degree required; postgraduate qualification advantageous.
- Relevant professional or industry certifications (APA, CII, or project management/digital transformation credentials) are desirable.
- Strong understanding of claims operations, including workflows, settlements, and fraud or risk mitigation.
- Experience overseeing analytics, automation, and AI initiatives, including data governance and compliance.
- Demonstrated ability to lead change, influence senior stakeholders, and manage cross-functional projects.
- Strong technical and commercial acumen with the ability to link insights to strategic outcomes.
- Deep understanding of governance, regulation, and data privacy within a regulated financial services environment.
- Excellent communication skills with the ability to translate complex concepts into actionable strategies.
This is a strategic and forward-looking opportunity for a leader who can bridge technology and operations to shape the future of claims within a progressive and data-driven insurer.