Sr Consultant Process Design (Remote or MA based)

The Hanover Insurance Group•Worcester, MA

1d•Hybrid

About The Position

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture. Our Claims Transformation Office is looking for a Senior Consultant Process Design to join our growing Claims Experience and Process Design team remote or hybrid out of our Worcester, MA office. This is a full time, exempt role. POSITION OVERVIEW: The PD Sr. Consultant will play a focal role in developing, leading, and delivering improvements to enhance operational performance and the end-to-end claims customer experience for The Hanover.

Requirements

Bachelor’s degree in business, operations, mathematics, finance, engineering, or relevant discipline from an accredited college or university
Industry-recognized process improvement certification (or equivalent work experience)
Project management (traditional or agile) or business analysis certification
3-5 years of business analysis, process improvement, management consulting, change management, or related business experience
Demonstrated analytical and problem-solving skills to identify, evaluate, recommend, and implement changes to processes/procedures to improve operational performance
Strong communication, collaboration, and presentation skills
Strong organization and prioritization skills

Nice To Haves

Prior P&C and Fortunate 500 company experience preferred

Responsibilities

Build and maintain collaborative relationships with business and technology partners.
Work with leadership and staff across the organization to build a shared understanding of the current state, including gaps and improvement opportunities.
Analyze information relevant to roles, processes, sources of truth, and systems, including performance metrics, to design logical and efficient target states.
Lead implementation of agreed-up solutions/deliverables and manage organizational change through stabilization.
Execute control plans and monitor performance post-implementation, including quality audits or inspection, to determine solution(s) refinement.
As the PD Sr. SME, support strategic and operational initiatives by embedding lean and design-thinking concepts across critical social-technical interactions, capturing business needs/requirements/user stories when appropriate, and participating in user acceptance testing as needed.
Work with CX & PD leadership to support the development of improvement and delivery processes (tools, templates, and reporting mechanisms) to enable initiative execution.
Organize and maintain the organization’s process knowledge library in collaboration with other areas.
Operate and execute with minimal guidance/direction and a high degree of autonomy.