Director, Claims Optimization - Workers' Compensation

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Role Description:

The Director of Transformation & Optimization Office (T&OO) will lead a cross‑functional team accountable for owning a significant investment and business portfolio focused on transforming the Workers’ Compensation Claims experience for customers, agents, and brokers.

This role partners closely with T&OO senior leadership to integrate strategic vision and end‑to‑end transformation efforts across Claims into a cohesive roadmap and strategy. The Director works with and influences stakeholders across Workers’ Compensation Claims to own and govern the portfolio of strategic initiatives, including backlog refinement, prioritization, benefit alignment, and execution across change management, risk controls, and issue resolution.

The role collaborates with key partners across T&O (Auto, Property, FLiB), Claims, CIO, Data Science, EDS, Performance Analytics, Digital, CX, Vendors, Legal, and Compliance to drive desired business and Claims outcomes. This role reports to the AVP, Workers’ Compensation Transformation & Optimization Office.

We are seeking a proven leader who can lead teams and influence senior stakeholders to shape the future of claims operations through strategic leadership and cross‑functional collaboration.

WORK ARRANGEMENTS:

This role can have a Hybrid or Remote work arrangement.  Candidates who live near one of our office locations, will have the expectation of working in an office 3 days a week (Tuesday through Thursday).   Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise. Hybrid/Remote pending location availability.

Responsibilities:

• Own and drive end‑to‑end transformation strategies across Workers’ Compensation Claims, focused on unlocking pace and scale, extending solutions across the business, and embedding generative AI throughout customer and claims journeys.
• Drive consistency and best practices across Workers’ Compensation customer experience and supporting Claims processes.
• Own and govern the portfolio of transformation and strategic initiatives, ensuring disciplined prioritization, alignment to strategy, and delivery of financial benefits and differentiated customer experiences.
• Develop and continuously refine the strategy and roadmap for leveraging data insights, generative AI, and other solutions to evolve the Workers’ Compensation operating model and customer experience.
• Lead Optimization Consultants to ensure quality and timely delivery, proactive risk mitigation, and accurate development of KPIs and financials; conduct analysis to inform business requirements.
• Partner with T&OO Value Streams and CIO partners to assess and refine solution design, estimates, and corresponding epics and features, ensuring alignment with the Claims roadmap.
• Own metric development, cost‑benefit analysis, and control planning for new processes or capabilities in partnership with Workforce Management, Finance, and Claims leadership.
• Partner with IT to support delivery including PI planning for ARTs, build, issue resolution, testing, change management, release, and measurement of results; coordinate with Agile Product Management peers on cross‑ART considerations.
• Conduct analysis and support proof‑of‑concept pilots or test‑and‑learn initiatives to validate strategy or solution design assumptions.
• Engage and influence stakeholders and business partners to identify process and technology enhancement opportunities, guide prioritization discussions, and maintain alignment with strategy.
• Lead or collaborate on strategic planning activities, including agenda development and facilitation of strategy working sessions.
• Govern disciplined prioritization and planning, maintain backlogs, and support effective team‑level agile routines (PI planning, refinement, approvals, reviews, and demos).
• Help educate and challenge the organization to incorporate leading‑edge capabilities into roadmaps; build and maintain an innovation and experimentation backlog.
• Support Value Stream leadership in Operating Reviews, Monthly Business Reviews, and Business Product Councils and prioritization forums.
• Lead, develop, and inspire a high‑performing team by driving engagement, fostering collaboration, and supporting professional growth.

Qualifications:

• Enterprise‑level strategic thinker with the ability to integrate knowledge across diverse business functions and translate strategy into executable plans.
• Strong analytical skills and business/data acumen; ability to synthesize complex information, assess organizational impact, and develop implementation strategies.
• Expertise in leveraging technology to drive business value, with deep knowledge of innovation and strategy enablement.
• Strong project facilitation and leadership skills; ability to balance strategic thinking with operational execution; highly organized.
• Skilled in influencing across all levels, managing conflict, negotiating effectively, and building strong, trust‑based relationships.
• Demonstrated ability to communicate effectively at all levels of the organization, including executive presentation and influence.
• Inclusive, empowering leader with a demonstrated ability to coach and develop high‑performing teams, inspire engagement, and drive accountability for results.
• Self‑directed, proactive leader with sound business judgment; able to navigate ambiguity, take initiative, and drive progress with limited direction.
• Naturally curious and continuous learner who seeks new perspectives and applies insights to drive improvement.
• Thrives in a highly matrixed, team‑based, collaborative environment.

Experience:

• Five or more years leading medium‑to‑large‑scale, cross‑functional programs or process improvement initiatives in a large, complex corporate environment; experience managing budgets and financials preferred.
• Minimum of ten years of industry experience; strong P&C Claims business knowledge preferred.
• Five or more years in a leadership role driving strategy, innovation, or transformation initiatives.
• Proven ability to lead in complex, time‑sensitive environments while managing competing priorities, budgets, and delivery commitments.
• Demonstrated experience developing process maps, defining metrics, and identifying trends to inform decision‑making.
• Experience with automated business processes, technology‑driven solution design, and data science/AI technologies strongly preferred.
• Experience using data analysis to generate insights, test hypotheses, and improve customer or operational outcomes.
• Familiarity with agile methodologies (SAFe, Scrum, Kanban, XP) and tools (Rally, JIRA) preferred.
• Green or Black Belt certification or similar process methodology training preferred.
• Knowledge of change management frameworks (e.g., ADKAR) preferred.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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