North America Personal Risk Services (PRS) is seeking an action and results oriented individual with requisite experience and enthusiasm to implement strategic transformational initiatives for PRS Operations and agent experience. Reporting into the Agent Service Model Product Owner Lead, this newly created role will support all work related to our Agent Service Model roadmap.  We are on a journey to transform by driving operational efficiencies for our internal agent service associates and increasing adoption of self-service for our agency partners by way of new and more robust digital capabilities. The roadmap will be a compilation of technology and process re-engineering, including standardization and automation of work, to advance agent self-service and internal operational efficiencies thereby enabling the evolution of the PRS Operations operating model.

The ideal candidate will have a strong understanding of the personal lines space, and some combination of operation/call center environments, digital capabilities, and agent experience. They will be responsible for supporting the Agent Service Model Product Owner Lead in developing, prioritizing, and executing against the Agent Service Model transformation roadmap, to drive maximized business impact. 

Key Responsibilities

Support the development of and drive the day-to-day execution of components of our multi-year PRS Agent Service Model transformation roadmap.  Serve as part of a multi-functional team (squad) to deliver high quality work product via iterative cycles. Serve as a representative of the end user (internal service users and agency partners); support and/or lead usability sessions to ensure design meets user needs and adds value to the user. Stay up to date with industry trends and best practices, and proactively recommend innovative approaches to continuously enhance customer experience. Collaborate with a wide range of stakeholders (e.g., Operations, IT, Sales & Distribution, Digital, Underwriting, Product Management, and Risk Consulting) to enhance the service experience using process optimization, automation, and system redesign/consolidation. Based on assigned sub-set of work within the Agent Service Model Roadmap, actively participate, and take on leadership in the visioning, research & data gathering, planning, execution, and measurement of work. Manage, groom, and prioritize a backlog of user stories and acceptance criteria.  Participate in team agile ceremonies, including sprint planning, demos, retrospectives, and team huddles/stand-ups. Support or take a leadership role in User Acceptance Testing to include strategy and plan, development of test cases and acceptance criteria.  Along with Agent Service Model Product Owner, monitor key performance indicators (KPIs) and develop metrics to assess team performance, agent satisfaction, and operational efficiency levels. Provide regular reports to senior management. Work with Learning Services to develop and deliver training on the use of new systems, tools, and processes. 

Competencies

Strong understanding of customer experience principles and best practices, with a demonstrated track record of implementing process improvements to drive customer/agent satisfaction. In-depth understanding of insurance agent workflows, methodologies, and best practices within personal lines.  Knowledge and understanding of business objectives to align with vision of transformation. Excellent organizational, project management, and problem-solving skills. Strong verbal and written communication and effective presentation skills. Comfort in a matrix managed, dynamic, and fast-moving work environment. Nimble with an ability to adapt and pivot in response to day-to-day changes that occur in managing large initiatives. Appropriate balance of objective, analytical orientation with a desire to move things to conclusion and deliver results. Change management and implementation skills, including ability to influence others to adopt change. Ability to successfully interact with diverse work styles and multi-task across concurrent projects/priorities.

 Education and Experience

Bachelor’s degree or equivalent work experience. Minimum of 3 years of personal lines experience, with a preference in high net worth. Experience working directly with/for insurance agents or brokerages is highly preferred.  Demonstrated leadership and accountability while working in a complex cross-functional environment. Proven record of coordinating and implementing projects, ensuring timely delivery and high-quality project deliverables.