Director Strategic Transformation, Claims CX Value Stream

The Hartford•Hartford, CT

8d•Hybrid

About The Position

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. The Director of Transformation & Optimization will serve as a business lead for the IT investment portfolio across P&C Claims, responsible for shaping business requirements, prioritizing capabilities, and driving optimization. This leader will partner closely with the Agile Product Manager for the Claims CX Value Stream to ensure alignment between business needs and technology delivery, while overseeing operationalization and adoption of new capabilities through effective change management, risk controls, and issue resolution. In addition, this role will define and execute strategies that enable broader improvements to the customer experience and the claims operating model. The Director will support the Claims senior leadership team in integrating the vision and end-to-end transformation across lines of business into a cohesive roadmap that maximizes synergy and delivers operational excellence. This position will collaborate with stakeholders across all of P&C Claims and key partners including Auto, Property, Workers’ Compensation, Claims, Technology, Data Science, Performance & Analytics, Legal, and Compliance to achieve strategic business outcomes. We are seeking a proven leader who will lead a team and influence senior stakeholders to shape the future of claims operations through strategic leadership and cross-functional collaboration. WORK ARRANGEMENTS: This role can have a Hybrid or Remote work arrangement. Candidates who live near one of our office locations, will have the expectation of working in an office 3 days a week (Tuesday through Thursday). Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise. Hybrid/Remote pending location availability.

Requirements

High level of strategic thinking with the ability to integrate knowledge across diverse business functions
Inclusive and empowering leader who inspires and motivates teams—fostering engagement, collaboration, and accountability to deliver exceptional outcomes
Self-motivated and independent, proactive leader with a strong work ethic and sound business judgment—able to take initiative, drive progress, and navigate ambiguity with confidence
Naturally curious and eager to learn—actively seeks new perspectives, explores innovative solutions, and leverages insights to drive continuous improvement
Skilled in managing conflict, negotiating effectively, influencing diverse teams at all levels, building strong relationships, and creating compelling business arguments
Ability to collaborate with senior leadership and translate complex needs into actionable plans
Strong capability to synthesize complex information, assess organizational impact, and develop implementation strategies
Demonstrated ability to communicate effectively at all levels in the organization
Thrives in a team-based, collaborative, and highly matrixed environment
Strong P&C Claims business knowledge preferred and a minimum of ten years of industry experience
5+ years in a leadership role driving strategy and/or innovation
Expertise in leveraging technology to drive business value, with deep knowledge of innovation and strategy enablement
Strong analytical skills and business/data acumen
Proven ability to lead in complex, time-sensitive environments, manage competing priorities, budgets, and project planning
Experience with automated business processes, technology-driven solution design, and data science/AI strongly preferred
Green or Black Belt certification or similar process methodology training preferred
Familiarity with agile methodologies (SAFe, Scrum, Kanban, XP) and tools (Rally, JIRA) preferred
Experience in data analysis to generate insights, test hypotheses, and enhance customer experiences
Knowledge of change management frameworks (e.g., ADKAR) preferred

Responsibilities

Strategy & Transformation Define and execute end-to-end transformation strategies across P&C Claims, driving pace, scale, and consistency across lines of business and functions.
Develop and refine the strategy and roadmap to scale investments and leverage data insights, generative AI, and digital capabilities to transform the claims operating model and customer experience.
Lead or collaborate on strategic planning activities, including agenda development and facilitation of strategy meetings.
Portfolio & Delivery Oversight Serve as a business lead for the IT investment portfolio, shaping business requirements, prioritizing capabilities, and driving optimization.
Partner with Agile Product Manager and CIO teams to align business requirements with technology delivery, refine solution design, and ensure roadmap alignment.
Oversee optimization consultants to ensure quality and timely delivery, mitigate risks, and develop KPIs and financials accurately.
Develop lean business cases to support prioritization and funding decisions.
Stakeholder Engagement & Governance Engage and influence stakeholders to identify process and technology enhancements, guide prioritization, and ensure alignment with strategic objectives.
Own metric development, cost-benefit analysis, and control planning for new processes or capabilities in partnership with Workforce Management, Finance, and business leaders.
Support Value Stream lead in monthly operating reviews, MBRs, BPCs, and prioritization calls.
Innovation & Continuous Improvement Shape and sustain a culture of innovation and continuous improvement by setting the strategic tone, encouraging curiosity and bold thinking, and embedding innovative practices into business strategies and decision-making.
Educate and challenge the organization to adopt leading-edge capabilities and embed innovation into roadmaps.
Conduct proof-of-concept pilots or test-and-learn initiatives to validate strategies and solution designs.
Stay informed on industry trends and emerging practices to guide business decisions and ensure alignment with enterprise priorities.
Leadership & Team Development Lead, develop, and inspire a high-performing team—driving engagement, fostering collaboration, and creating an environment that motivates individuals to achieve strategic outcomes and grow professionally.