[Hiring] Work Design & Innovation Manager @Mercury Insurance Services

Role Description

Exciting opportunity for an innovative work redesign leader – at the intersection of operating model design, change management, and process design—with demonstrated expertise in AI integration and a passion for making it a reality!

Work Design & Innovation is a new function at Mercury focused on spearheading future-forward ways of working and redesigning work for the age of AI. The Work Design & Innovation Manager helps shape how work works at Mercury by leading complex work redesign efforts across divisions and advancing the methods, tools, and measurement used to deliver them. Reporting to the Director of Work Design & Innovation, this individual contributor partners with business leaders and cross-functional stakeholders to establish a north star and lead the design and delivery of AI-optimized workflows, role evolutions, and skills development. In parallel, the role advances the broader work design practice by refining delivery tools, improving measurement approaches, documenting playbooks, and helping scale consistent, high-quality methods across efforts.

Responsibilities

• Work redesign development and delivery, incl. Value realization, Process improvement and Innovation
• Lead discovery and current-state assessments in partnership with business functions to understand workflows, decision points, team interactions, role clarity, and sources of friction.
• Establish the intended business, customer, and employee outcomes for each redesign effort, including clear success criteria; establish practical baselines and measurement to assess improvement.
• Lead the co-creation and end-to-end design of workflows in which human expertise and AI capabilities complement one another to achieve desired outcomes.
• Lead workshops, working sessions, and stakeholder discussions to identify and prioritize opportunities for AI optimization (automation, assistive pilots, agents) and the implementation needs required to realize value.
• Assess and prioritize opportunities to improve coordination, decision-making, handoffs, and team effectiveness across targeted workflows or organizational areas.
• Ensure redesigned processes and practices are documented, measurable, and embedded into day-to-day operations.
• Establish accountability with stakeholders to monitor outcomes against agreed success criteria, gather stakeholder and user feedback, and use insights to identify course corrections and additional improvement opportunities.
• Own and continuously evolve work design methods, tools, templates, and delivery approaches for division- or initiative-specific redesign efforts.
• Stakeholder engagement, change enablement and cross-functional partnership
• Establish trusted partnerships with Sr leaders, team leaders and team members across functions to ensure redesign efforts are grounded in business context and operational realities.
• Translate broad transformation goals into practical redesign actions that teams can adopt and sustain.
• Advise Sr leaders, team leaders and teams through change by providing structure, facilitation, communication support, and practical implementation guidance.
• Lead pilots through full implementation with clear success measures, feedback loops, and change support.
• Track adoption, feedback & improvement
• Own adoption, feedback, and improvement tracking, including building dashboards that show how adoption of redesigned work is progressing.
• Lead cross-functional efforts across Mercury to gather feedback and lightweight metrics, surface insights, and identify improvement opportunities.
• Establish and maintain documentation, action logs, and decision records so the lane’s work is transparent and easy to build on.
• Use evidence to recommend what to refine, scale, or retire.

Qualifications

• Minimum: Bachelor’s degree and relevant experience preferred.
• 5-7+ years of experience in operating model or organizational design, transformation, process improvement, organization design, work design, or a related field.
• Strong value realization and data-driven orientation, with a proven track record of defining success criteria and measures and tracking results over time.
• Demonstrated experience redesigning and documenting workflows, roles, team practices, operating models, or ways of working in a complex organization.
• Demonstrated experience leading cross-functional initiatives that require structured problem solving, stakeholder alignment, and implementation discipline.
• Demonstrated ability to use data, feedback, and measurable outcomes to inform recommendations and evaluate impact.
• Working knowledge of continuous improvement, service design, systems thinking, or similar approaches.
• Preferred: Consulting experience.
• Experience with Glean or similar AI platforms a plus.
• Experience with the insurance industry.

Skills & Abilities

• A self-directed leader and natural driver, energized by building something new and tackling the challenges that come with it.
• Able to move fluidly between strategic, tactical, and operational levels, translating strategic outcomes into detailed workflows that are practical, measurable, and sustainable.
• Demonstrated ability to apply AI and collaboration tools hands-on, learn quickly, and continuously redesign how you work using AI to amplify your impact.
• Strategic and creative builder of high-quality collateral—from workflow designs and operating models/team structures to role descriptions and skill journeys.
• Highly organized, reliable, and detail-oriented; keeps many pieces moving without dropping details and takes pride in polished, consistent work.

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more