Claims Research Consultant
Lloyds Banking Group – General InsuranceLBG Insurance is the general insurance arm of the Lloyds Banking Group. With over 6 million policyholders, the leading share of the direct home insurance market and the fastest-growing segment of the motor insurance market, Lloyds already enjoy an enviable position in a very competitive marketplace. Lloyds offer the perfect environment for people with the drive and ambition to match our own.
An exciting new opportunity has arisen for a Claims Research Consultant to join a team tasked with the generation of deep claims insight to support a programme of improvement for all claims levers as part of the Household Customer Service and Claims philosophy, purpose and strategy.
Accountabilities:
• Work in partnership with CSE, Marketing and external bodies to build a cohesive picture of:
o LBG claims performance v market
o Competitor claims strategy and capabilities and their impact on results and customer satisfaction
o Wider industry trends, customer behaviour, regulatory attitudes etc which have a direct bearing on claims costs
• Turn this information into cohesive Insight: build a clear, actionable picture of how claims service impacts consumer attitudes and behaviour and potential future changes. Identify options for improvement and work with the Insight analysts and strategy team to evaluate business opportunities.
• Make clear actionable recommendations for opportunities to optimise claims costs and customer value based on rigorous evidence of external Insight.
• With the Claims Strategy developer, shape and deliver a programme of Insight sharing, encompassing all key stakeholders. Build Insight understanding and capability in CS leadership.
• Provide support for planning and the evaluation of benefits in the context of predicted market trends and performance.
• Provide advice, guidance and coaching to less experienced team members in order to enhance their technical capabilities and ensure value added service to customers overseeing the work of a team as required
• As directed, support/undertake the timely and accurate delivery of all requested projects and initiatives ensuring these are within specification and budget costs
Key Capabilities/ Knowledge:
• Experience of interpreting market intelligence and research findings and turning this information into actionable Insights.
• An understanding of Claims policies and processes and their impact on customers and shareholders.
• Deep understanding of the various customer experience channels
• Highly innovative individual who is results focused
• Strongly risk aware and quickly able to weigh up the facts, identify key issues, analyse problems and produce solutions which meet the needs of multiple stakeholders
• Excellent communicating & influencing skills, in both oral and written form, with the resilience & ability to influence the CS&C Executive Team
• Develops external & internal networks, builds productive working relationships
• A high level of analytical reasoning with experience of analysis and interpretation, with the ability to decipher data and make it meaningful to enable informed decisions
For more information email your CV to our recruitment partners Resource Management at danny.palmer@resource-management.co.uk