- Company Name
- CSPN - Customer Service Professionals Network
- Job Title
- Sr. Business Consultant – Digital Claims Experience
- Job Description
-
**Job Title:**
Sr. Business Consultant – Digital Claims Experience
**Role Summary:**
Senior consultant driving analysis, design, and implementation of digital claims reporting and post‑reporting experiences. Leads cross‑functional workshops, develops detailed business requirements, creates process maps, and supports business enablement and change management to optimize customer and operational outcomes across digital and non‑digital channels.
**Expactations:**
- Deliver comprehensive problem analysis and options assessment for digital experience initiatives.
- Gather, document, and refine business requirements and user needs.
- Create clear process maps and supporting documentation aligned with technical delivery.
- Facilitate workshops and working sessions with operational, subject‑matter, and technical stakeholders.
- Support implementation planning, including detailed requirements, business rules, and readiness activities.
- Drive business enablement and adoption of new digital capabilities across teams and channels.
- Assess stakeholder impacts, business implications, and change considerations for new processes and tools.
**Key Responsibilities:**
- Lead current‑ and future‑state analysis of digital claims experiences, identifying pain points and improvement opportunities.
- Develop options that enhance customer, operational, and digital outcomes across reporting journeys.
- Document business requirements, process flows, and user scenarios to inform solution design.
- Produce process maps, business documentation, and supporting materials for stakeholders and technical delivery teams.
- Contribute to discovery activities shaping online reporting and post‑reporting experiences.
- Facilitate workshops to build alignment, surface key decisions, and advance complex initiatives.
- Collaborate with cross‑functional teams to integrate strategy, design, operational needs, and delivery planning.
**Required Skills:**
- Business analysis, requirements gathering, and documentation.
- Process mapping and journey analysis.
- Workshop facilitation and stakeholder management.
- Digital service design and claims/insurance domain knowledge.
- Strategic thinking, problem definition, and options assessment.
- Strong written and verbal communication.
- Ability to operate at both strategic and detailed levels.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Public Administration, Communications, Design, or a related discipline (asset).
- Professional certifications (e.g., CBAP, PMI‑PBA) are an advantage but not mandatory.
---