Claims Experience Manager

About the role

SquareTrade, a global device protection partner working with major operators, retailers and manufacturers, is looking for a Claims Experience Manager in Brussels. The role ensures that the claims management organisation performs effectively and efficiently, delivering good customer outcomes in line with regulations. It supports the business strategy by shaping the claims internalisation strategy, leading the team and driving claims handling performance.

Key responsibilities

• Monitor and improve the quality of the claims experience: define and track KPIs, SLAs and claims trends, and implement corrective actions when needed.
• Improve processes and efficiency: enhance quality, efficiency and cost control, and collaborate with other teams on the internal claims platform.
• Develop and implement the claims experience strategy, designing handling processes so that SLAs and KPIs reflect the true customer experience.
• Work closely with cross-functional partners to maintain customer satisfaction and control over profitability.

Required profile

• Extensive experience in a claims operations leadership role, in a fast-paced environment.
• A degree-educated professional, preferably with insurance or other qualifications relevant to the role.
• Experience in progressive claims solutions and in building claims competencies across multiple product lines.
• Knowledge of the mobile phones and consumer electronics insurance market, policy wording and claims handling is a strong plus but not required.

Required skills

• Strong operational skills, including business process and systems.
• Strong change management skills.
• Highly collaborative, able to work with internal teams and external stakeholders.

The role is based in Brussels but requires significant internal travel to partner locations and monthly international travel to SquareTrade's HQ in London, averaging two to three days per week away from the office.