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Role Description

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.

• 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-upon 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.

Qualifications

• 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.
• Prior P&C and Fortune 500 company experience preferred.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401K with a company match.
• Tuition reimbursement.
• PTO.
• Company paid holidays.
• Flexible work arrangements.
• Cultural Awareness Day in support of IDE.
• On-site medical/wellness center (Worcester only).