Business Improvement Lead

Business Improvement Lead

Zurich Insurance Europe AG, Ireland is looking for a Business Improvement Lead to join our Claims Team within General Insurance (GI). You will report to the Claims Business Improvement Manager and play a key role in strengthening how we deliver our claims service to our customers.

This is a great opportunity to build on your existing experience and knowledge, while gaining exposure implementing various process improvement initiatives.

This role may be available part-time or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time.  Please talk to us at interview about the flexibility you may need.

Your Role

As a Business Improvement Lead your main responsibilities will include, but not necessarily be limited to, the following:

• Identify, assess and prioritise opportunities to improve end‑to‑end claims processes, working with Claims leadership and claim handlers to enhance customer experience, efficiency and control.
• Implement and responsibly leverage AI capabilities and advanced analytics within the claims process.
• Lead and deliver business improvement projects from concept through to implementation, using structured project management and change management practices.
• Participate and contribute to the GI Claims Target Operating Model analysis, design and implementation activities.
• Conduct detailed business analysis (e.g. requirements gathering, process mapping, data analysis, impact assessment) to define problem statements and design practical, value‑adding solutions.
• Act as key liaison between Claims and IT to ensure business requirements are clearly understood, documented and translated into effective system and process changes.
• Own and manage the pipeline of “small changes” and enhancements to existing systems, including scoping, prioritisation, testing and implementation.
• Coordinate and perform user acceptance testing (UAT) for new and changed functionality, ensuring defects are identified, resolved and solutions are fit for purpose.
• Provide training, guidance and support to claims users on new or updated processes and systems, helping to embed changes and drive adoption.
• Track and report on project and improvement initiative progress, benefits and risks.
• Use data and MI to monitor performance, identify trends, and recommend further improvement opportunities across the claim’s lifecycle.
• Champion continuous improvement, Lean thinking and customer‑centric design within the Claims function, promoting a culture of innovation and learning.

Your Skills & Experience

As a Business Improvement Lead your skills and qualifications will include:

• A minimum of 10 years’ experience working within a general insurance claims department, coupled with at least 3 years’ experience acting in a change management role.
• Educated to degree level and holds a project management qualification.
• Strong communicator and capable of managing multiple stakeholders in any particular venture.
• Self-starter with a track record of seamless execution with minimal guidance.
• Strong attention to detail, highly analytical mindset.
• Demonstrable ability to work to tight deadlines.
• Proactive and flexible approach; ability to work effectively with multiple priorities in parallel.
• Understands claims “levers” (lead and lag indicators) and can identify KPI’s to validate activity.

Additional Information

Primary work location is Blackrock, Dublin. Position is Dublin-based but occasional travel may be required to other Zurich locations.

If you value an exciting and varied working environment and meet the above requirements, then our recruiter Janelle Cunningham is looking forward to receiving your application by clicking on the button “Apply online”.

Who We Are

Zurich is one of Ireland's leading insurance companies providing a wide range of general insurance and life insurance products and services. The company employs over 1,500 people across its locations in Dublin and Wexford.

Zurich Insurance Group (Zurich) is a leading global multi-line insurer founded more than 150 years ago, which has grown into a business serving more than 82 million customers in more than 200 countries and territories, while delivering industry-leading total shareholder returns.

Reflecting its purpose to ‘create a brighter future together,’ Zurich offers protection services that go beyond traditional insurance, to support its customers in building resilience. Since 2020, the Zurich Forest project supports reforestation and biodiversity restoration in Brazil’s Atlantic Forest.

The Group has more than 65,000 employees and is headquartered in Zurich, Switzerland. Zurich Insurance Group Ltd (ZURN) is listed on the SIX Swiss Exchange and has a level I American Depositary Receipt (ZURVY) program, which is traded over-the-counter on OTCQX. Further information is available at www.zurich.com.