Claims Delivery & Improvement Analyst

RAC WA; Perth; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Free Roadside Assistance

Discounts on RAC products and services

Holiday Parks discounts

Security perks

Job summary

RAC WA is seeking a Claims Delivery Analyst to coordinate and analyse claims improvement opportunities, defects, and stakeholder requirements within our Insurance Claims Services division. You will help drive initiatives from concept to delivery and support testing, training, and knowledge management activities.

You will liaise with stakeholders, manage backlogs, and prepare insightful reports while upholding member-centric processes and continuous improvement culture across the claims function.

Qualifications

• Broad insurance frontline or operational support experience with strong member service acumen.
• Project support experience (desirable).
• Tertiary qualifications in a related field e.g. Commerce, Technology, Business Analysis (desirable).
• Excellent oral and written communication skills.
• Strong analytical problem-solving skills with keen attention to detail.
• Ability to translate business needs into technical requirements and ensure successful implementation.
• Confident relationship management skills to build partnerships and work collaboratively with others.
• Ability to prioritise, self-motivate, and work under pressure.
• Willingness to articulate contrary views or challenge where necessary.

Responsibilities

• Coordinate and analyse claims improvement opportunities and defects.
• Contribute to driving initiatives and projects from concept to delivery.
• Conduct stakeholder needs analysis, manage expectations, and communicate business requirements clearly.
• Provide regular reports and insights to stakeholders at all levels, ensuring effective change management throughout all stages.
• Represent the views and requirements of the business, acting as a subject matter expert or pseudo-Product Owner for initiatives and projects.
• Coordinate User Acceptance Testing (UAT) to ensure system enhancements are efficient, functional, and user-friendly.
• Prepare and deliver testing recommendations, manage system outages, and mitigate potential impacts.
• Research and analyse operational processes using data analysis, observation, interviews, and claim reviews.
• Groom product backlogs and roadmaps.
• Capture end-user requirements and prepare training materials for successful implementation of business process and technical changes.
• Maintain up-to-date knowledge and processes within our Knowledge Management system and Confluence.
• Attend and contribute to stand-ups, working groups, showcases, and retrospectives.

Skills

Frontline insurance experience

Project support

Communication skills

Analytical thinking

Translate business to tech

Relationship management

Work under pressure

Challenging views

Education

Commerce

Technology

Business Analysis

Tools

Confluence

Knowledge Management System

Job description

RAC WA is seeking a Claims Delivery Analyst to coordinate and analyse claims improvement opportunities, defects, and stakeholder requirements within our Insurance Claims Services division. You will help drive initiatives from concept to delivery and support testing, training, and knowledge management activities.

You will liaise with stakeholders, manage backlogs, and prepare insightful reports while upholding member-centric processes and continuous improvement culture across the claims function.