Claims Digital Product Owner – Chicago, IL

Job Summary

The Claims innovation team is responsible for the design and delivery of simple business processing, digital capabilities and business model innovation that enable claim service model transformation supporting digital business operations. Major functions within the role include strategy, design and delivery of digital capabilities, integrations with external partners, business process and engineering of simple and sustainable claim service experience solutions and digital operating model.  Partnering closely with Claim Technology Services/Allstate Technology to assure best in class business capabilities that differentiate performance in the marketplace. The role resides within the claim business unit and with a mission to transform the existing claim business model to one that is digital first and effortless for consumers in the personal lines and commercial insurance marketplaces.  The team is organized around business product and services structure where processes solutions and innovative products are designed and delivered using agile methodology in close partnership with technology, data science and business experts. 

This job is responsible for the digital business strategy, design and delivery of business processes, digital capabilities and operating model innovations to fully enable the claim digital transformation platform. They will design, deliver, and integrate business processes with new and existing technology capabilities. The individual will develop architecture connecting business processes, functional data flow, and claim system applications. They will optimize the development and re-use of capabilities across systems and experiences while adhering to design principles, budgets, consumer, agency owner, and employee user experience. The individual works independently, prioritizes the individual’s own responsibilities, and manages the individual’s own workload. The individual consistently meets band level behaviors, production, quality and/or customer service goals.

Hybrid Role – Chicago, IL

This position is a hybrid role, meaning your schedule may consist of time in an office setting in Chicago, IL and time working remotely from your home. The hybrid model is intended to provide greater flexibility – and will mean something different to each team, job and employee. Office presence is driven by the nature of the work and team needs. You’ll work from home for the remainder of the time you’re not in the office. This position is eligible for a monthly connectivity reimbursement to offset the costs of internet and phone expenses.

Key Responsibilities

Product Ownership / Business Architecture

• Manages and engineers the design, build, and maintenance/enhancements of simple business processes and complex digital capabilities supporting the claim business model and insurance consumers
• Works with other Business and Technical Engineers along with business subject mater experts to ensure integration between processes and capabilities across system ecosystems
• Develops and maintains architectural governance and controls over design and implementation
• Partners and collaborates across areas of responsibilities, Allstate Technology Architecture and external vendors/partner to implement initiatives; influence others as needed to support team goals and initiatives
• Aids in informing the digital transformation roadmap development
• Operates at the capability-level, in support of broader platforms
• Develops functional data flow to ensure the efficacy of new capabilities
• Proactively engages with field stakeholder groups to collect insights and feedback to inform program design; accountable for prioritizing improvements and incorporating enhancements into program deliverables within the roadmap
• Owns the development and maintenance of program deliverables (e.g. process flows, presentations, reports, project updates)
• Collects and analyzes data and insights; leverage results to develop recommendations for improvement 
• Informs budget and forecast for digital transformation and share economy portfolio

Process Management

• Performs process development, improvement, rollout, and integration activities
• Responsible for optimizing process oversight with process agility
• Defines measures to ensure process compliance/adherence
• Influences business process design
• Designs, builds, and delivers business processes and technical capability solutions based upon design principles

Customer Service

• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
• Manages, researches, and resolves highly complex customer communications, concerns, conflicts or issues 
• Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans

Knowledge/Skills/Abilities/Experience

• Bachelors degree in related field preferred
• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
• Applies advanced knowledge of insurance policy, coverage, and regulation
• Applies advanced knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards
• Applies advanced industry knowledge to discipline practices, including best practices, to support the business unit
• Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data
• Applies advanced knowledge of problem solving and preparation of complex reports for analysis
• Applies advanced ability to leverage learned technical skills in support of team objectives
• Applies advanced negotiation and/or arbitration skills
• Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships
• Applies advanced problem solving skills to continuously improve business outcomes
• Ability to assist leadership in achieving business unit objectives
• Provides advanced individual decision making within authority limits
• Works within complex assignments requiring specialized knowledge in breadth and/or depth in area of expertise
• Applies advanced skills related to business architecture 
• Applies advanced skills related to process design, improvement, and integration
• Applies advanced functional integration skills in order to incorporate new capabilities and processes with existing Claims activities
• Ability to influence business process design and strategic direction