Business Improvement Lead

About the role

Zurich Insurance Europe AG is seeking a Business Improvement Lead for its Claims Team in General Insurance. Reporting to the Claims Business Improvement Manager, you will help strengthen claims service delivery and drive process enhancements.

Key responsibilities

• Identify, assess and prioritise end‑to‑end claims process improvement opportunities.
• Lead business improvement projects from concept through implementation using structured project and change management practices.
• Implement AI capabilities and advanced analytics within the claims process.
• Conduct detailed business analysis, including requirements gathering, process mapping and data analysis.
• Act as liaison between Claims and IT to translate business requirements into system changes.
• Own the pipeline of small changes, manage scoping, testing and implementation.
• Coordinate user acceptance testing and ensure solutions are fit for purpose.
• Provide training and support to claims users on new processes and systems.
• Track and report on project progress, benefits and risks, and use data to monitor performance.

Required profile

• Minimum 10 years experience in a general insurance claims department.
• At least 3 years in a change management or business improvement role.
• Degree‑level education and a project management qualification.
• Strong communication skills and ability to manage multiple stakeholders.
• Analytical mindset with high attention to detail and ability to meet tight deadlines.

Required skills

• Project management methodologies.
• Change management practices.
• Business analysis techniques (requirements gathering, process mapping, impact assessment).
• Data analysis and reporting.
• User acceptance testing (UAT) coordination.
• Lean thinking and continuous improvement principles.