Process Improvement Analyst

Plymouth Rock Assurance; Boston (MA); On-site; USD 68,000 - 91,000; Full time

Benefits offered by this job

4 weeks accrued paid time off + 9 paid

Free onsite gym at our Boston Location

Tuition Reimbursement

Low cost and excellent coverage health

Robust health and wellness program and

Auto and home insurance discounts

Matching gift opportunities

Annual 401(k) Employer Contribution (7

Paid Family leave options

Professional Development resources

Pre-Tax Commuter Benefits across South

Job summary

Plymouth Rock Assurance is seeking a proactive professional to own process-improvement initiatives end-to-end in our Boston area team. You will map current-state workflows, drive improvements, and manage milestones across claims operations and IT vendors.

This role emphasizes stakeholder alignment and durable documentation to sustain gains. Success means becoming the named owner of meaningful processes within six months, able to explain the current state, changes, accountability, and blockers

Qualifications

• 3+ years of experience in process improvement, project management, business analysis, or claims operations.
• Ability to map undocumented processes and translate into actionable plans.
• Experience owning a project from start to finish with minimal supervision.

Responsibilities

• Map current-state claims processes and document them clearly where none exists.
• Identify breakdowns, bottlenecks, and ownership gaps to create a prioritized backlog.
• Take direct ownership of assigned improvement projects and manage plan, milestones, risks, and dependencies.
• Collaborate with claims ops, IT, and vendors to scope and sequence changes.
• Lead sessions with adjusters and supervisors to validate how work actually happens.
• Create durable artifacts like process maps, RACI charts, and project trackers.
• Flag risks and resourcing gaps early to avoid last-minute issues.

Skills

Process improvement

Project management

Business analysis

Claims operations

Mapping processes

Communication

Autonomous ownership

Claims systems knowledge

Tools

Sapiens ClaimsPro

Job description

You will be assigned specific processes and improvement projects as the named owner, not just an analyst supporting someone else's initiative. That means you run the project plan, chase the open items, keep stakeholders aligned, and are the person people come to when they need a status update or a decision made. A typical assignment might be owning a discrete workstream inside a larger modernization effort, or owning an entire process end to end for a defined line of business or workflow.

Responsibilities

• Map current-state claims processes (people, systems, hand-offs, decision points) and produce clear, accurate process documentation where none currently exists
• Identify process breakdowns, redundant steps, and unclear ownership, and translate findings into a prioritized improvement backlog
• Take direct ownership of assigned improvement projects: build the project plan, track milestones, manage risks and dependencies, and report status to Ksenia and other stakeholders
• Partner with claims operations leaders, IT, and vendors (e.g., ClaimsPro, ImageRight, Dispatch Tool, and similar systems) to scope and sequence changes
• Run working sessions and interviews with adjusters and supervisors to validate how work actually happens versus how it's assumed to happen
• Build simple, durable artifacts - process maps, RACI charts, project trackers - that outlive the specific project and become the team's institutional record of how a process works and who owns it
• Flag risks, resourcing gaps, or scope issues early rather than letting them surface at a deadline

What Success Looks Like

Six months in, you should be the clear, named owner of at least one meaningful process or project - able to explain in five minutes what the current state is, what's changing, who's accountable for what, and what's blocking progress. Leadership should be able to ask you for a status update at any time and get a straight answer without you needing to go find out first.

Qualifications

• 3+ years of experience in process improvement, project management, business analysis, or claims operations, ideally in P&C insurance
• Demonstrated ability to map a messy, undocumented process and turn it into something clear and actionable
• Comfortable owning a project independently - driving it forward without needing to be told the next step
• Strong written and verbal communication; able to run a working session and produce documentation stakeholders will actually read
• Working familiarity with claims systems and workflows, or a fast learner who can pick up domain-specific tools quickly
• Organized and detail-oriented, with the judgment to know when a gap is a real risk versus noise

Preferred Qualifications (Not Required)

• Direct P&C claims experience (adjusting, claims operations, or claims systems)
• Exposure to Lean, Six Sigma, or similar process-improvement methodology
• Experience working with claims management systems such as Sapiens ClaimsPro or equivalent platforms
• Prior experience partnering with IT on process-driven systems changes

Salary Range

The pay range for this position is $68,000 to $91,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

Perks And Benefits

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Free onsite gym at our Boston Location
• Tuition Reimbursement
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Convenient location directly across from South Station and Pre-Tax Commuter Benefits

About The Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”