Claim System of Engagement Process Engineer

The Claims Process Engineer will be part of Chubb’s North America Claims System of Engagement Team and will be responsible for the development and execution of process initiatives across Claims. As a Process Engineer you will play a critical role in enhancing operational efficiency and customer satisfaction. You will work closely with product owners to support the development and implementation of innovative solutions, while also identifying and executing process improvements across the claims function.

This role combines claims knowledge, process examination, data analysis, project/program management to lead improvement initiatives across claims. In this role you will work with stakeholders across Claim Operations, Business Units, and IT to develop technology solutions that support claim best practices and can be leveraged to support business strategies, capabilities, and processes. You will support cross regional / functional projects with multiple stakeholders, and success requires a combination of strong analytical skills, technical competency, and communication skills.

You will leverage your process‑driver, analytical communication, coaching and technical skills to identify, define, plan and implement transformative projects, process enhancements, automation and support organization goals.

• Engineer and deliver continuous improvement initiatives to stakeholders and business leaders that are compelling, motivate, drive change, create value, and drive buy‑in.
• Orchestrate implementation and change management of solutions within the business;
  Communicate project status, issues, and risks to internal and external teams on a regular basis.
• Conduct discovery, document current state processes, and identify areas of significant opportunity throughout claims.
• Leverage analysis, feedback channels, and process metrics to identify areas of improvement that drive simplification in claims handling, create repeatable processes, streamline/simplify systems, improve the customer experience (internal and external), and reduce issues and pain points.
• Identify opportunities to optimize resource throughput and capacity utilization. Develop strategy and long‑term organizational plans with leadership.
• Create or utilize project and program management tools (Projects, status updates, RACIs, stakeholder analysis, etc.) to understand scope, monitor progress, identify resources, manage execution, and communicate status of multiple work streams within various projects.
• Create or utilize business process documentation (mapping, job‑aids, etc.) to understand process steps, interdependencies, and applications used to complete transactions.
• Coordinate business owners, IT development teams, and other relevant stakeholders to define scope, requirements, design, develop, test, deploy, and monitor solutions as needed.
• Establish consistent standards and practices within the team and across Claims globally.
• Supports planning and execution of large‑scale technology implementations and operational initiatives.
• Represent business stakeholders in Agile project delivery.
• Accountable for maintaining alignment with the broad Claims Transformation vision and roadmap.
• Support the strategic direction for the core claim management and processing platform by providing oversight on the conceptualization, development, and delivery of new functionality to the Claims organization.
• Maintain accurate and complete documentation (business process flows, end‑user training material, system user guides, etc.) utilizing various tools such as SharePoint, MS Teams, JIRA, Visio, Excel.

• Bachelor’s Degree is recommended, but claims experience will be considered
• Experience leading process discovery, process analysis, process design, or process optimization
• Ability to influence at multiple levels on relevant issues and challenges to secure buy‑in
• Possess learning agility; quickly grasp new concepts and emerging technology, proactively seeks out learning and continuously expands expertise.
• Strong analytical and problem‑solving skills to properly deconstruct the problem and determine viable solution options using data as a guide.
• Solid capability to execute with quality, within deadlines and a positive impact on customer experience.
• Process orientation with strong attention to detail
• Clear understanding of root cause analysis and ability to suggest creative resolutions.
• Knowledge of digital and automation solutions in the marketplace and how they potentially apply to the insurance industry.
• Robust communications/ presentation skills, verbal and written.
• Self‑motivated, results‑driven and well‑organized individual
• Proficiency with Microsoft suite (specifically PowerPoint, Visio, MS Excel)
• Agile, Waterfall, or other project management/environment experience