Lead Process Improvement Analyst

Plymouth Rock Assurance•Boston, MA

8d•$110,000 - $138,500•Onsite

About The Position

You will be the named owner of complex, multi-stakeholder projects that touch process, systems, and vendors at the same time — not a coordinator feeding updates to someone else, but the person leadership holds accountable for outcomes. You'll be trusted to define the approach yourself, bring in the right people, and make judgment calls on scope and sequencing, escalating only when a decision genuinely needs to go above you. This role is crucial for driving major process and systems initiatives from assessment through implementation and stabilization, building comprehensive process maps, and acting as the primary point of contact for projects. You will also be responsible for identifying and structuring business cases for investments, mentoring other analysts, designing ongoing operating models for processes, and proactively identifying systemic gaps.

Requirements

5+ years of experience in process improvement, project/program management, or business analysis, with meaningful time in P&C insurance claims operations
Track record of owning complex, cross-functional projects independently, including projects with systems and vendor components
Strong ability to build process maps and ownership models from scratch in an environment with limited existing documentation
Excellent stakeholder management skills, including comfort presenting recommendations directly to senior leadership
Practical understanding of claims systems and how process design decisions interact with system constraints
Sound judgment on when to move forward independently versus when to escalate

Nice To Haves

Direct experience with claims management systems such as Sapiens ClaimsPro, ImageRight, or comparable platforms
Experience specifically with total loss, salvage, or vehicle valuation processes
Formal process-improvement credentials (Lean, Six Sigma Green/Black Belt) or project management credentials (PMP)
Prior experience standing up a new process-ownership function or operating model within a claims or operations organization

Responsibilities

Own end-to-end delivery of major process and systems initiatives (e.g., Total Loss modernization) from current-state assessment through implementation and stabilization
Build and maintain comprehensive process maps and ownership models across multiple lines of business and workflows, creating a durable reference where one doesn't exist today
Independently scope projects: define objectives, success criteria, milestones, and the stakeholder group needed to deliver them
Act as the primary point of contact across claims operations, IT, and external vendors for the projects you own, resolving day-to-day issues without needing to escalate routine decisions
Identify and structure the business case for larger investments (systems changes, staffing, vendor decisions) and present findings to Ksenia and senior claims leadership
Mentor and provide direction to other Process Efficiency Analysts on process mapping approach and project management discipline
Design the ongoing operating model for a process after go-live — who owns it, how issues get escalated, how it gets monitored — so improvements don't quietly decay after the project ends
Proactively surface systemic process or ownership gaps across Claims, not just within your assigned projects

Benefits

4 weeks accrued paid time off + 9 paid national holidays per year
Free onsite gym at our Boston Location
Tuition Reimbursement
Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
Robust health and wellness program and fitness reimbursements
Auto and home insurance discounts
Matching gift opportunities
Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
Various Paid Family leave options including Paid Parental Leave
Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
Convenient location directly across from South Station and Pre-Tax Commuter Benefits