Hybrid Process Improvement Analyst, Insurance Operations

gaig; Cincinnati (OH); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan with company match

Paid Time Off and holidays

Commuter benefits

Job summary

Great American Insurance Group is seeking a Process Improvement Analyst to support the Specialty Equipment Contact Center and service operations. You will partner with leaders to drive process improvements, enhance customer experience, and increase efficiency through data-driven analysis and technology enablement.

This role blends in-office collaboration with remote work, reflecting the company's hybrid culture.

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field.
• Minimum 3 years of experience in process improvement, business operations, project coordination, or related analytics.
• Experience in customer service/call center environment preferred; Insurance experience preferred.

Responsibilities

• Analyzes processes, workflows, and customer interactions to identify opportunities to improve service delivery, customer experience, quality, efficiency, and employee effectiveness.
• Utilizes data-driven analysis to identify trends, inefficiencies, bottlenecks, and opportunities for operational improvement.
• Documents current-state and future-state processes and supports the implementation of scalable business solutions.
• Partners with operational leaders and business stakeholders to develop and execute actionable process improvement initiatives.
• Supports project execution activities including requirements gathering, documentation, action-item tracking, stakeholder communication, and status reporting.
• Coordinates testing, validation, and implementation activities to ensure process improvements and technology enhancements achieve intended business outcomes.
• Develops, monitors, and reports on key performance indicators and operational metrics to measure effectiveness and identify improvement opportunities.
• Leverages existing and emerging technologies to support business objectives and operational efficiency.
• Supports technology, automation, and AI-enabled initiatives through business analysis, solution validation, outcome measurement, and adoption activities.
• Creates and maintains process documentation, procedures, knowledge articles, and other operational resources.
• Assists with change management, training, communication, and adoption activities during process and technology transitions.
• Performs other duties as assigned.

Skills

Data-driven analysis

Process improvement

Project coordination

Stakeholder collaboration

Documentation

Change management

Communication

Education

Bachelor's degree in Business/Operations Management or related

Tools

Lean Six Sigma

Job description

Great American Insurance Group is seeking a Process Improvement Analyst to support the Specialty Equipment Contact Center and service operations. You will partner with leaders to drive process improvements, enhance customer experience, and increase efficiency through data-driven analysis and technology enablement.

This role blends in-office collaboration with remote work, reflecting the company's hybrid culture.