Exp Proc Consultant II

Do you like to dream beyond limitations, swim against the current and risk for the sake of greatness? Then, you're someone we consider the right type for Progressive. We're looking for people who can make a difference because we believe that an innovative, ambitious team can accomplish the impossible.Our people help make Progressive a successful, energetic, forward-moving organization. Time after time, Progressive has turned the insurance industry upside down through its innovative services, its use of technology and its continual push to be the No. 1 choice for auto insurance.POSITION SUMMARY:
Responsible for implementing enhancements, projects and processes that result in a faster, fair and better customer experience.

SCOPE: Intermediate level job, individual contributor. Focus on resolving customer experience issues.

DUTIES AND RESPONSIBILITIES:
Research, Analysis and Requirements
- Facilitates creating, gathering, and maintaining business and/or technical requirements for applications, for both internal and external customers.
- Investigates and identifies customer problems by gathering metrics with assistance from analysts, researching competitor trends and understanding customer behavior.
- Formulates and defines business and technical scope for projects
- Reviews product changes that affect customer experience
- Proposes and prototypes necessary experience or process changes
- Ensures that customer experience changes encompass all business partners

Communication
- Documents all business requirements and publishes to team.
- Ensures consistent and seamless transition of project work from business definition through project implementation
- Works with project team to communicate activity, schedule and rollout.
- Works with business requestors to develop business initiatives
- Develops working relationships with business leaders
- Lobbies for support of ideas mostly within project team

Process Improvements
- Defines, researches, designs and/or implements solutions that will increase both IT and business productivity.
- Responsibilities include, but are not limited to: quality, project metrics, cycle time analysis, issue resolution, change control.

Project Implementation
- Determines, defines, and/or implements workflows and negotiates solutions with business stakeholders and IT to maximize efficiency, minimize cost, and deliver business visions.
- Conducts business process analysis, preliminary cost/benefit analysis, and project metric analysis to determine feasibility of continuing with business initiatives.

- Works with project stakeholders to ensure end product meets defined specifications
- Assists team in final production elevation if applicable.
- May assist in resource assignment

Supervision/Management
- May train, coach, and mentor lower level Experience Process Consultants

KNOWLEDGE, SKILLS AND EXPERIENCE:
- Bachelor's Degree preferred
- 2-5 years related work experience.
- Excellent communication skills - verbal and written
- Solid organizational skills, project management skills, and product knowledge
- Ability to facilitate multiple small, medium, and large projects across multiple platforms with minimal direction or supervision

WORKING CONDITIONS:
Typical work environment

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Claims or customer service experience preferred.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job related tasks other than those specifically presented.At Progressive, status quo won't cut it. Our leaders want results and you'll have the chance to make significant contributions in a company that has taken the insurance world by storm. Our company is full of opportunity and promise. Consider the strength of your new employer as one of the country's largest auto insurance companies. You'll be surrounded by smart, driven people like yourself, who combine innovation and analysis to achieve industry-leading results and recognition, such as the BusinessWeek50 and the distinction of being one of America's Most Admired Companies, according to Fortune. Visit us at