Job Description

The Process Excellence & Journey Lead is responsible for leading end-to-end process and customer journey transformation in support of an AI-first operating model. This role partners across business, data, technology, and workforce teams to redesign how work is performed, improve customer and operational outcomes, and enable scalable transformation across priority value streams.

This role goes beyond traditional process improvement by integrating AI, automation, advanced analytics, and workflow redesign into future-state operating models. The Process Excellence & Journey Lead ensures that business processes are not only efficient and well-documented, but also structured for intelligent orchestration, measurable business value, and adoption of new ways of working.

Working in a highly collaborative and agile environment, this role challenges the status quo, leads cross-functional transformation efforts, and translates strategic intent into practical execution across the enterprise.

Responsibilities:

• Knowledge of process excellence, journey-based design, and continuous improvement methodologies.
• Understanding of AI-enabled workflows, automation, and data-driven decision-making.
• Familiarity with operating model design, business process architecture, and customer journey mapping.
• Understanding of how business, data, technology, and workforce capabilities come together to drive transformation.
• Knowledge of performance metrics, value realization, and process governance practices.
• Makes decisions within broad strategic direction and operating model principles.
• Exercises judgment in prioritizing transformation opportunities, designing future-state workflows, and recommending solutions that balance business value, feasibility, and scalability.
• Decisions influence process redesign, resource alignment, stakeholder outcomes, and longer-term operating effectiveness.
• Works with broad direction and substantial independence. Expected to define approaches, frame recommendations, and lead work across cross-functional teams with limited day-to-day oversight.
• Applies systems thinking, process expertise, and data-driven analysis to solve complex business problems.
• Identifies root causes, anticipates downstream impacts, and develops practical, scalable solutions aligned to enterprise goals and the AI-first operating model.
• Builds strong relationships with business leaders, process owners, and functional partners.
• Serves as a trusted partner in shaping transformation priorities, facilitating alignment, and supporting strategic decision-making.
• Communicates effectively with senior stakeholders on significant initiatives and change efforts.

Experience and Qualifications:

• Bachelor’s Degree in Business, Operations, Industrial Engineering, Organizational Effectiveness, Data/Analytics, or a related field; or equivalent professional experience.
• 5+ years of relevant experience in process improvement, business transformation, customer journey design, operational excellence, or related work. Experience working in cross-functional transformation environments preferred.
• Experience leading or supporting end-to-end process redesign, customer journey transformation, or enterprise improvement initiatives.
• Experience working in agile, cross-functional environments.
• Experience translating business needs into process, data, and technology requirements.
• Experience with business architecture, operating model design, or service design is a plus.
• Experience in P&C Insurance with a focus on claims is a plus.
• Lean Six Sigma certification preferred.
• Change Management certification or experience preferred.
• Business Process Management, Agile, or Product/Design. Thinking exposure preferred.
• Strong process excellence and customer journey thinking.
• Excellent analytical, problem-solving, and systems-thinking capabilities.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job — we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Comprehensive Benefits: Enjoy competitive health coverage, retirement plans, paid time off, flexible work options, and lifestyle perks like employee discounts.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range

$80,000 - $105,000

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the Mapfre Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.