Public Insurance Company Digital Transformation
Product Description
A major North American public insurance company undergoing a multi-year digital transformation program to improve operational efficiency and customer satisfaction, which includes multiple technology upgrades in case management, policy documentation, payment and billing disbursement, and data management.
My Role
Project manager for user study, requirement gathering, customization, development, quality assurance, release management, and post-production support.
My Activities
Drove the end-to-end user story development for 12 sprints through user interviews, data collection, data analysis, and hypothesis testing
Led daily scrums with the development team to prioritize user stories, remove blockers and boost collaboration among engineers and designers
Directly managed a team of 7 offshore testers to complete unit tests, user acceptance tests and system integration tests, created quality assurance dashboards that were used by over 30 testers across 3 work streams in both Canada, Portugal, and India to improve testing efficiency and effectiveness
Managed one of the major annual releases (with impacts on 300,000 workplaces and millions of workers), provided executive daily and weekly updates to across all lines of business and key executives on the project, successfully completed data migration and system cut-overs
Impacts
Increased insurance intake service bandwidth from limited business hours to 24/7 online, reduced the average intake time spends from 3 business days to 15 mins, resulting in improved customer satisfaction and cost savings
Automated manual case management processes to improve external healthcare referral success rate by 25%, resulted in more effective work transition plans and reduced insurance dollars, which save over 30% long term costs