VP, Service Delivery Design Lead
On-sitePhiladelphia, Pennsylvania, United States
EXPIREDPhiladelphia, Pennsylvania, United StatesOn-siteFull TimeSenior LevelINSURANCEEnterprise
Full TimeSenior LevelEnterpriseINSURANCE
Job Summary
Design the end-to-end agent service capability, spanning submission to bindable quotes, while driving near-term enhancements and defining the long-term target state with external partners. Establish NPS programs and feedback mechanisms to translate agent voice into actionable design improvements and prioritize work against business goals. Serve as the design authority, communicating intent to senior stakeholders and delivery teams to ensure alignment and resolve ambiguity. Maintain design governance over the consulting partner and contribute to broader Transformation & Delivery Office standards.
Required Qualifications
- strong combination of service design, product thinking, and execution discipline
- genuine passion for simplifying complex processes and delivering meaningful outcomes for agents
- end-to-end design of the agent service capability
- design principles, service flows, and agent interaction model
- design authority for the capability
- design governance over work produced by the consulting partner
- agent experience measurement framework
- NPS programs, post-interaction surveys, and other structured feedback mechanisms
- metrics and KPIs that reflect agent satisfaction, ease of use, task completion, and business outcomes
- clear, prioritized backlog of design improvements
- design reviews, retrospectives, and agent feedback loops
Desired Qualifications
- experience partnering with external experts to define and execute a longer-term target state
- experience translating strategic ambitions into a clear, well-sequenced design roadmap
- experience helping internal stakeholders understand the path from current state to target state
- experience communicating design intent clearly across technical and non-technical audiences
- experience building strong working relationships that support a collaborative, high-trust design and delivery culture
- experience applying practical judgment to sequence work in a way that maximizes agent value and business impact
- experience identifying and managing design risks, trade-offs, and decisions that could affect delivery quality or long-term capability health
- experience contributing to broader Transformation & Delivery Office standards, practices, and ways of working
- experience helping the organization build stronger capability design disciplines that can be applied beyond this initiative
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