AI-Driven Work Design & Innovation Lead

Mercury Insurance Services, LLC; United States; Remote; USD 101,000 - 204,000; Full time

Benefits offered by this job

Competitive compensation

Remote-friendly US-wide work

Paid time off

Bonus programs

Insurance (health/dental/vision/life/p

Pet insurance

401(k) with company match

Education assistance

Job summary

Mercury Insurance is seeking a Work Design & Innovation Manager to lead AI-optimized workflows, role evolutions, and skills development. You will partner with senior leaders to set a north star and drive end-to-end redesigns across divisions, leveraging AI to enhance performance and value realization.

The role blends operating model design, change enablement, and process improvement, with a focus on scalable playbooks, dashboards, and measurable outcomes.

Qualifications

• Bachelor’s degree and relevant experience preferred.
• 5-7+ years of experience in operating model or organizational design, transformation, process improvement, organization design, work design, or a related field.
• Strong value realization and data-driven orientation, with a proven track record of defining success criteria and measures and tracking results over time.
• Demonstrated experience redesigning and documenting workflows, roles, team practices, operating models, or ways of working in a complex organization.
• Demonstrated experience leading cross-functional initiatives that require structured problem solving, stakeholder alignment, and implementation discipline.
• Demonstrated ability to use data, feedback, and measurable outcomes to inform recommendations and evaluate impact.
• Working knowledge of continuous improvement, service design, systems thinking, or similar approaches.

Responsibilities

• Lead discovery and current-state assessments in partnership with business functions to understand workflows, decision points, team interactions, role clarity, and sources of friction.
• Establish the intended business, customer, and employee outcomes for each redesign effort, including clear success criteria; establish practical baselines and measurement to assess improvement.
• Lead the co-creation and end-to-end design of workflows in which human expertise and AI capabilities complement one another to achieve desired outcomes.
• Lead workshops, working sessions, and stakeholder discussions to identify and prioritize opportunities for AI optimization (automation, assistive pilots, agents) and the implementation needs required to realize value.
• Assess and prioritize opportunities to improve coordination, decision-making, handoffs, and team effectiveness across targeted workflows or organizational areas.
• Ensure redesigned processes and practices are documented, measurable, and embedded into day-to-day operations.
• Establish accountability with stakeholders to monitor outcomes against agreed success criteria, gather stakeholder and user feedback, and use insights to identify course corrections and additional improvement opportunities.
• Own and continuously evolve work design methods, tools, templates, and delivery approaches for division- or initiative-specific redesign efforts.

Skills

AI integration

Change management

Work design

Stakeholder engagement

Process improvement

Data-driven

Leadership

Education

Bachelor’s degree

Tools

Glean AI

Job description

Mercury Insurance is seeking a Work Design & Innovation Manager to lead AI-optimized workflows, role evolutions, and skills development. You will partner with senior leaders to set a north star and drive end-to-end redesigns across divisions, leveraging AI to enhance performance and value realization.

The role blends operating model design, change enablement, and process improvement, with a focus on scalable playbooks, dashboards, and measurable outcomes.