• Develop, research, test, and implement business process improvements, procedures, and system changes. • Evaluate business process changes to identify and document business impacts and benefits • Act as subject matter expert to provide business requirements for process improvements and system enhancements • Conduct effective interviews/research to determine and document the stakeholders, business needs, and requirements • Create and analyze workflow diagrams • Review technical design deliverables to ensure business objectives are reached • Provide training including identification of needs, development of materials, communications of changes, manuals, etc. • Provide post-implementation support, such as problem resolution, adjustments to new procedures, and change management • Develop presentations of materials, models, findings, plans, and/or conclusions • Continually look for process improvement strategies

• You will be the primary analytics point of reference on the Operations team, responsible for ensuring the reliability of metrics and turning data into strategic decisions that support the operation's scaling. • Data Governance: Structure and ensure the reliability of operational metrics (such as automation rate, CPT, FCR and reopen rate), establishing a single source of truth and eliminating inconsistencies in reported data. • Analysis & Diagnosis: Identify cost and efficiency drivers across the operation, conduct root-cause analyses and propose data-driven improvement hypotheses. • Monitoring & Scaling: Build operational dashboards used by leadership and implement real-time monitoring (with alerts), enabling fast, well-informed decisions. • Strategic Partnership: Work closely with leadership, CX, Engineering and Finance, translating complex analyses into clear, actionable recommendations for high-impact decisions.

• Model insurance products and design business processes in BPMN 2.0 • Create requirements and gap analyses, including alignment with development teams • Develop, discuss, and take responsibility for solution designs, including customer-specific implementations • Implement process-related software adjustments in Java/Camunda BPM • Requirements engineering • Plan and execute functional tests • Project work: IT consulting and system integration (including on-site at the client)

• Model insurance products and design business processes using BPMN 2.0 • Create requirements and gap analyses, including alignment with development teams • Develop, discuss, and take ownership of solution designs with corresponding customer-specific implementations • Implement process-related software adjustments in JavaScript / Camunda BPM • Requirements engineering • Plan and execute functional/business tests • Project work: IT consulting & system integration (including on-site assignments at client locations)