Australia onlyCover Genius is a Series D insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People areBold, Authentic, Purposeful and Inspired
Our People are notPerfect, Traditional, Complacent or Cautious
About the Role
As Customer Process Improvement Analyst you play a crucial role in embodying the vision of the Customer Operations Function. This role is central to driving program and product launches and ensuring that all local and partner-specific requirements are seamlessly integrated into our operational and technological frameworks.
You will lead cross-functional initiatives involving Insurance, Partner Services, and Insurance Technical Solutions, overseeing operational reviews and implementing product and integration changes to enhance customer experience and operational performance. Additionally, you'll manage external communications with partners, vendors, and underwriters, aligning strategic objectives with our operational capabilities and service design.
Your insights and guidance are essential in shaping strategies, product changes, and solutions that epitomize operational excellence. Your in-depth analyses of operational challenges and strong understanding of our operations, including the customer and claims journey, are key to driving the continuous evolution of our products and services, aligning them with our company strategy, customer needs, and aspirations.
What will your day look like? You will...
- Drive strategic planning, execution, and operational enhancement to exceed customer expectations through data-informed decision-making.
- Promote innovation, problem-solving, and outstanding service through the analysis of key performance indicators and customer feedback to drive continuous improvement.
- Lead initiatives for process and product improvement across Insurance, Partner Services, and Insurance Technical Solutions, ensuring strategic alignment and effective integration of new products and services.
- Drive the launch of new programs and products, ensuring they meet local specific requirements while aligning with our overarching strategy and vision.
- Conduct in-depth operational reviews, identifying challenges and opportunities for improvement to enhance overall performance and impact.
- Manage communication and strategic alignment with partners, vendors, and underwriters, showcasing our operational capabilities and service design.
- Collaborate with the Customer Platform and Service Design team, developing and implementing solutions to optimize the end-to-end customer and claims journey, ensuring a seamless and satisfying experience.
- Provide strategic insights based on a deep understanding of our operations, driving our products and services' continuous improvement and evolution.
What you will bring;
- 5 or more years of experience with process optimization, UX, design, and operations management in Tech, Supply Chain, or Manufacturing industry
- Proficiency in utilizing data and analytics to drive strategic decisions, improve customer outcomes, and identify areas for optimization
- Experience leading the entire project lifecycle from end to end in an agile environment
- Proven ability to manage and develop relationships with key external and internal stakeholders
- Experience with lean development, human-centered design and can put yourself in the customer's shoes, ensuring that customer experiences are friendly and digestible.
- Be technically minded. One of the main systems used in this role is a low-code platform that was developed in-house, so familiarity with systems architecture is key
- University degree in engineering or similar background
• Flexible Work Environment - we are outcome focussed and understand that for our people to perform at their best flexibility is critical. • Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system. • Social Initiatives - pictures speak a thousand words!
Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!
* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
India
United States
Thailand
Malaysia
United Kingdom
Netherlands
Canada
Singapore
Colombia
Spain
Brazil
Germany
Indonesia
Portugal
Uruguay
Poland
France
South Korea
Philippines
Costa Rica
Mexico
Japan
Argentina
Italy
Georgia
Malta
Kenya
Vietnam
United Arab Emirates
New Zealand
Turkey
Bulgaria
Austria
Ireland
