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Claims Transformation & Customer Experience Manager


Job Purpose


  1. To ensure that the technology and systems used in the claims process are reliable, secure, efficient, and meet the needs of the department and the company as a whole. Serve as a liaison between the Claims Department and  IT or other technical departments. This ensures that the specific needs and issues of the Claims Department are understood and addressed effectively.
  2. To ensure that the company is providing high-quality, customer-focused service at a critical touchpoint in the customer journey. This can drive customer satisfaction, loyalty, and ultimately, business success. Identify opportunities for process improvement, often through analyzing customer feedback and claims data. This can lead to a more streamlined and customer-friendly claims process, reducing frustration and enhancing customer satisfaction.


Key Accountabilities


  1. Managing Support Teams: Oversee a team of system support specialists, providing guidance and assistance when necessary. This would include conducting performance evaluations, providing feedback, and facilitating professional growth opportunities.
  2. System Maintenance: Ensure that all systems are running efficiently and effectively. This would involve troubleshooting any issues that arise and implementing solutions in a timely manner.
  3. System Upgrades and Implementation: Responsible for implementing new systems and for upgrading existing ones. This may involve working with vendors and other external parties.
  4. Policy and Procedure Development: Develop and implement system support policies and procedures to ensure that all system issues are handled in an efficient and effective manner.
  5. Reporting: Prepare and present reports on system performance and issues to senior management.
  6. Training: Responsible for training staff on how to use systems effectively and appropriately.
  7. Collaboration: Work closely with other departments to ensure that system needs are being met and that systems are functioning effectively across all areas of the business.
  8. Security: Oversee system security to ensure that all data is being stored and handled in accordance with company policies and legal regulations.
  9. Project Management: Lead or participate in projects aimed at improving the customer experience in the claims process.
  10. Collaboration: Collaborate with various stakeholders (e.g., Claims Examiner, Managers, etc.) to ensure a seamless and positive customer experience across all touchpoints in the claims process.
  11. Reporting: Monitor and report on customer experience metrics, and use this information to guide improvements.
  12. Complaint Management: Oversee the process of handling customer complaints and ensure they are resolved in a timely and satisfactory manner.


Job Requirements


  • Bachelor’s degree (or equivalent) in Information Technology or Insurance or 5 or more years of experience in related field.
  • Experience managing a team of support analysts. Excellent problem-solving and analytical skills.



You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. 

Let’s continue to grow together!


Apply now »