• IND Staff Project Manager
• GCC075

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

Job Summary

The Senior IT Process Management – Customer Experience role is a senior individual contributor responsible for driving enterprise productivity, technology adoption, and process improvement through advanced use of AI-powered productivity tools and digital workplace platforms.

This role partners closely with global Technology, Customer Experience, End User Services, and Training teams to translate emerging AI capabilities into scalable, secure, and measurable solutions that enhance and optimize employee experience and operational effectiveness.

Primary Responsibilities

• Customer Centric focus: Champion a customer-first approach by analyzing feedback and behavioral insights to inform, design, and implement initiatives that deliver measurable improvements in customer experience.

• Serve as a subject-matter expert for AI productivity tools, including Gemini, and Google Notebook LLMs, ensuring effective and responsible enterprise use.

• Identify, design, and support AI-enabled workflows and use cases that improve employee productivity, efficiency, and time-to-value.

• Lead process discovery, documentation, optimization, and standardization initiatives with a focus on customer and employee experience.

• Partner with global stakeholders to pilot, validate, and scale AI-assisted and agent-based solutions aligned to business priorities while leveraging data analysis and automation to improve efficiency.

• Develop and deliver enablement content to support adoption, including job aids, how-to guides, prompt libraries, demos, videos, and written communications.

• Support change management and learning initiatives by collaborating with training and communications teams.

• Contribute to outcome measurement by defining metrics related to adoption, productivity gains, and process effectiveness.

• Ensure alignment with enterprise governance, security, compliance, and risk management standards.

• Operate effectively in a global, matrixed environment, collaborating across regions and time zones.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline.

• 8+ years of experience in IT Process Management, Training, Digital Workplace, Customer Experience, or Technology Enablement roles.

• Advanced hands-on experience with: AI productivity tools including but not limited to Google Gemini (Enterprise), Google Notebook LLM.

• Demonstrated experience operating as a senior individual contributor, influencing outcomes without direct people management responsibilities.

• Expertise with creating visually pleasing and easy to understand training documentation.

• Hands-on experience with modern productivity and collaboration platforms, including the Microsoft 365 ecosystem.

• Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.

Preferred Qualifications

• Experience with AI-assisted workflows, prompt engineering, and agent-based solutions.

• Proven ability to create high-quality enablement and adoption content for enterprise audiences.

• Familiarity with change management, adoption strategies, and outcome measurement frameworks.

• Experience working in a global or distributed operating model.

About Us | Our Culture | What It’s Like to Work Here