Business Analyst - Claims and Customer Experience at Wavestone Management Advisory UK Ltd, London, 4 Months, £Contract Rate

Your tasks

• Map and document the existing end-to-end claims journey, including process steps, hand-offs, systems, data inputs, controls, decision points and customer interactions
• Conduct and facilitate workshops and interviews with claims handlers, operations teams, customer-facing teams and other stakeholders to understand current ways of working and key pain points
• Assess claims processes from both internal operational and external customer-experience perspectives, identifying opportunities to improve productivity, quality, cycle time and customer outcomes
• Identify activities suitable for simplification, standardisation, workflow automation, AI augmentation or full automation
• Develop and apply a process and automation maturity framework to classify current capabilities and define the appropriate future-state maturity for each part of the claims journey
• Design future-state claims processes incorporating AI, automation, straight-through processing, intelligent decision support and improved digital customer interactions
• Define business requirements, process changes, decision logic, data requirements and enabling technology capabilities needed to deliver the future state
• Identify dependencies, controls, risks and organisational changes associated with increased use of AI and automation
• Collaborate with business functions and operational stakeholders to define future ways of working and the target operating model
• Support prioritisation of transformation opportunities based on customer impact, operational benefit, feasibility and implementation complexity
• Help develop a phased transformation roadmap from the current operating model to the target claims environment

Must have competences

• Strong insurance or health-claims domain knowledge, including practical experience with claims processes and claims transformation
• Professional experience as a Business Analyst
• Experience in business process analysis, BPMN, and process mapping
• Experience documenting As-Is processes and designing To-Be processes or future-state operating models
• Experience applying process-maturity frameworks to assess current capabilities and define appropriate future-state maturity
• Understanding of AI, intelligent automation, workflow automation, chatbots, robotics, and related claims-processing use cases
• Ability to translate emerging technology capabilities into practical operational and process changes
• Experience assessing customer journeys and claims processes from both customer-experience and internal operational perspectives
• Experience facilitating workshops and conducting interviews with claims handlers, operational teams, customer-facing teams, and other business stakeholders
• Experience defining business requirements, process changes, decision logic, data requirements, and enabling technology capabilities
• Ability to work effectively across business, operations, customer experience, and technology teams
• Approximately 5 to 7 years of relevant professional experience at Senior Consultant to Manager level

Additional information
The role is preferably based in the United Kingdom, with alternative locations possible where occasional attendance at workshops in the UK can be supported