Lead Process Improvement Analyst

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.

• 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 escalated 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

You are the person Ksenia and claims leadership can hand an ambiguous, high-stakes initiative to — something like Total Loss modernization — and trust that it will be scoped correctly, staffed appropriately, and driven to completion without close supervision. A year in, at least one major initiative you owned should be fully implemented, with a clear operating model in place and documented ownership for what happens next.

• 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 escalade

• Direct experience with claims management systems such as Sapiens Claims Pro, Image Right, 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

Salary Range

The pay range for this position is $110,000 to $138,500 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

Perks and 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…