The Hartford

Director, Claims Optimization – Workers' Compensation

The Hartford

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $143,200 - $214,800 per year

Job Level

Lead

About the role

  • Own and drive end-to-end transformation strategies across Workers’ Compensation Claims, focused on unlocking pace and scale, extending solutions across the business, and embedding generative AI throughout customer and claims journeys.
  • Drive consistency and best practices across Workers’ Compensation customer experience and supporting Claims processes.
  • Own and govern the portfolio of transformation and strategic initiatives, ensuring disciplined prioritization, alignment to strategy, and delivery of financial benefits and differentiated customer experiences.
  • Develop and continuously refine the strategy and roadmap for leveraging data insights, generative AI, and other solutions to evolve the Workers’ Compensation operating model and customer experience.
  • Lead Optimization Consultants to ensure quality and timely delivery, proactive risk mitigation, and accurate development of KPIs and financials; conduct analysis to inform business requirements.
  • Partner with T&O Value Streams and CIO partners to assess and refine solution design, estimates, and corresponding epics and features, ensuring alignment with the Claims roadmap.
  • Own metric development, cost-benefit analysis, and control planning for new processes or capabilities in partnership with Workforce Management, Finance, and Claims leadership.
  • Partner with IT to support delivery including PI planning for ARTs, build, issue resolution, testing, change management, release, and measurement of results; coordinate with Agile Product Management peers on cross-ART considerations.
  • Conduct analysis and support proof-of-concept pilots or test-and-learn initiatives to validate strategy or solution design assumptions.
  • Engage and influence stakeholders and business partners to identify process and technology enhancement opportunities, guide prioritization discussions, and maintain alignment with strategy.
  • Lead or collaborate on strategic planning activities, including agenda development and facilitation of strategy working sessions.
  • Govern disciplined prioritization and planning, maintain backlogs, and support effective team-level agile routines (PI planning, refinement, approvals, reviews, and demos).
  • Help educate and challenge the organization to incorporate leading-edge capabilities into roadmaps; build and maintain an innovation and experimentation backlog.
  • Support Value Stream leadership in Operating Reviews, Monthly Business Reviews, and Business Product Councils and prioritization forums.
  • Lead, develop, and inspire a high-performing team by driving engagement, fostering collaboration, and supporting professional growth.

Requirements

  • Five or more years leading medium-to-large scale, cross-functional programs or process improvement initiatives in a large, complex corporate environment; experience managing budgets and financials preferred.
  • Minimum of ten years of industry experience; strong P&C Claims business knowledge preferred.
  • Five or more years in a leadership role driving strategy, innovation, or transformation initiatives.
  • Proven ability to lead in complex, time-sensitive environments while managing competing priorities, budgets, and delivery commitments.
  • Demonstrated experience developing process maps, defining metrics, and identifying trends to inform decision-making.
  • Experience with automated business processes, technology-driven solution design, and data science/AI technologies strongly preferred.
  • Experience using data analysis to generate insights, test hypotheses, and improve customer or operational outcomes.
  • Familiarity with agile methodologies (SAFe, Scrum, Kanban, XP) and tools (Rally, JIRA) preferred.
  • Green or Black Belt certification or similar process methodology training preferred.
  • Knowledge of change management frameworks (e.g., ADKAR) preferred.
Benefits
  • Short-term or annual bonuses
  • Long-term incentives
  • On-the-spot recognition
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process improvementdata analysisautomated business processestechnology-driven solution designgenerative AIKPI developmentcost-benefit analysisfinancial managementprocess mappingmetrics definition
Soft Skills
leadershipstakeholder engagementstrategic planningcollaborationrisk mitigationcommunicationteam developmentprioritizationinnovationproblem-solving
Certifications
Green BeltBlack Beltprocess methodology training