Continuous Improvement Specialist

Company:Marsh

Description:

We are seeking a Continuous Improvement Specialist to join the Marsh team in Austin, TX. This hybrid role requires at least three in‑office days per week.

You will lead process optimization across insurance operations—claims, underwriting, policy administration, and client services—using Lean Six Sigma, process mapping, data analysis, and root‑cause problem‑solving to reduce cycle time, improve quality, and enhance customer experience.

We will count on you to:

Analyze end-to-end operations

• Map current-state (AS‑IS) processes and identify bottlenecks, waste, and defects.
• Define target-state (TO‑BE) processes aligned with business goals and regulatory requirements.

Lead continuous improvement initiatives

• Manage a portfolio of improvement projects, including scope, timelines, and benefits.
• Apply Lean, Six Sigma, Kaizen, and BPM to diagnose issues and implement solutions.

Drive data‑based decision making

• Collect and analyze operational metrics (cycle time, SLA, defect rates, NPS/CSAT, cost).
• Build dashboards and reports to track performance and sustain improvements.

Redesign and automate workflows

• Partner with IT, RPA, and digital teams to automate processes and digitize workflows.
• Ensure redesigned processes meet risk, control, and compliance requirements.

Strengthen quality and governance

• Establish quality metrics, standard work, and error‑proofing.
• Conduct audits, reviews, and maintain standard operating procedures (SOPs) for long‑term sustainment.

Support change adoption

• Lead workshops, training, and communications to drive process adoption.
• Collaborate with leaders across business, compliance, risk, and IT.

Measure impact and value

• Define and track benefits such as cost savings, cycle time reduction, and accuracy.
• Prepare business cases, ROI analyses, and updates for stakeholders.

Ensure compliance and risk alignment

• Maintain adherence to insurance regulations, privacy standards, and internal controls.
• Keep documentation current for audit and governance needs.

What you need to have:

• Bachelor’s degree in Business, Operations, Insurance, Finance, or related field (preferred).
• 3+ years in insurance operations or process improvement.
• Strong knowledge of Lean, Six Sigma, or Kaizen; Green/Black Belt strongly preferred.
• Proficiency in analytics tools (Excel, SQL, Tableau/Power BI).
• Familiarity with insurance lifecycle processes and regulatory considerations.
• Experience influencing stakeholders and supporting change initiatives.
• Strong problem‑solving, analytical, and communication skills.
• Ability to manage multiple projects across cross‑functional teams.

What makes you stand out:

• Lean Six Sigma or Kaizen certification.
• Experience with Robotic Process Automation (RPA) or workflow automation.
• Knowledge of underwriting, claims, policy admin, or CRM systems.
• Experience in multi‑channel or contact center operations.

Why join our team:

• Professional development, meaningful work, and supportive leadership.
• Inclusive, collaborative culture with opportunities to make an impact.
• Competitive benefits, rewarding career paths, and strong organizational scale.

Marsh Risk is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $24 billion and more than 90,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.