Why This Role?

Our client is seeking a proactive and detail-oriented professional to join our operations
team as the Lead Claims and Customer Success in a full-time onsite role. This role will oversee the end-to-end user experience and claims processes, ensuring exceptional service delivery and operational efficiency. The ideal candidate will have a user-centric mindset and a strong background in claims management, process optimization, and customer experience.

Key Responsibilities:

• Design, monitor, and improve customer journeys across all touchpoints.
  ▪ Collaborate with various departments (Sales, Operations, QA) to ensure a consistent and high-quality customer experience.
  ▪ Monitor customer feedback and satisfaction metrics, identifying areas for improvement and implementing corrective actions.
  ▪ Utilize customer data to analyze pain points and optimize the customer experience.
  ▪ Manage the claims team, providing guidance and support to ensure efficient claims
  handling.
  ▪ Develop policies and procedures to streamline claims processing and reduce turnaround times.
  ▪ Analyze claims data to identify trends, reduce risks, and improve efficiency.
  ▪ Leverage data analytics tools to track performance metrics for both CX and Claims functions.
  ▪ Work closely with the QA team to ensure customer feedback is integrated into quality improvement initiatives.
  ▪ Collaborate with the CX team to align claims processes with broader customer experience goals.
  ▪ Lead the CX and Claims teams, fostering a customer-centric culture.
  ▪ Set clear goals and KPIs for both functions, regularly reviewing and adjusting strategies to meet organizational objectives.
  ▪ Serve as a key point of contact for escalated customer issues, ensuring high-level concerns are addressed promptly.

Experience Requirement:

• Bachelor’s or Master’s degree in Business or a relevant field.
  ▪ Proven experience in customer service, experience management, claims operations, or data analysis, preferably in the insurance or insurtech industry.

Preferred Skills and Competencies:

• Strong analytical skills with the ability to interpret data and drive strategic decisions.
  ▪ Proficiency in data analysis tools (e.g., Excel, SQL, Tableau) to analyze complex datasets.
  ▪ Excellent communication and interpersonal skills to effectively manage teams and
  collaborate across departments.
  ▪ Problem-solving skills to handle escalations and improve processes.
  ▪ Leadership experience with a track record of managing cross-functional teams.
  ▪ Familiarity with customer experience best practices, claims management processes, and data analytics methodologies.
  ▪ Understanding of relevant industry regulations and compliance requirements.
  ▪ Customer-focused mindset with a commitment to continuous improvement.
• Ability to motivate and develop team members, fostering a positive and productive work environment.

About Sperton

Sperton _____ is part of Sperton Global, a recruitment and consulting company with an international reach. We are committed to helping our clients achieve success in their hiring processes, finding the right people for the right positions.