Senior Claims Transformation Lead
We're recruiting for a Senior Claims Transformation Lead to join a purpose-led, member-focused insurer undergoing significant modernisation.
This is a hands-on leadership role that drives business and technology change across claims operations, with a focus on Target Operating Model design and adoption and moving away from deeply embedded legacy processes. You'll be leading transformation in a culturally sensitive environment where quality and cultural fit matter as much as experience.
Key Responsibilities
- Lead end-to-end claims transformation, including business change, technology delivery, and on-the-ground adoption across teams with long tenure and established ways of working
- Design and implement Target Operating Model focused on how work is done, roles, responsibilities, and engagement—not just system replacement—translating business requirements into delivery-ready outputs
- Drive change adoption and pace in a budget-constrained environment, moving the organisation away from legacy green-screen processes with empathy and pragmatism
- Build and manage a lean, flexible delivery team using blended resourcing models, ensuring quality over speed and maintaining strong cultural alignment throughout transformation
Essential Skills & Experience
- Proven claims transformation experience in similar-sized, culturally sensitive organisations—you must have successfully delivered claims transformation before; this is not a learning opportunity
- Hands-on delivery leadership combining business change, technology implementation, and adoption capabilities, with the ability to work at both strategic and operational levels
- Strong empathy and change management skills suited to working with long-tenured workforces transitioning from legacy systems, prioritising cultural fit and sustainable adoption over pace