Sr Analyst, Workforce Claims

As part of the Workforce Optimization (WFO) Team, this role is responsible for the design, refinement, and maintenance of capacity models spanning our National Claims operations. The analyst will ensure alignment across work volumes, staffing levels, hiring and training plans, special projects, and expense targets. This role plays a critical part in measuring and improving productivity across all lines of business and will serve as a technical subject matter expert (SME) as we evolve our analytics ecosystem.

What can you expect in this role?

• Design, enhance, and maintain capacity models that accurately reflect operational drivers such as volumes, productivity, turnover, training, and offline time, ensuring staffing plans are grounded in strong analytical logic.
• Develop and maintain detailed demand & supply forecasts across multiple lines of business, time horizons, and complexity levels to support staffing decisions, workload balancing, and operational planning.
• Provide technical support for model modernization and automation efforts, assisting in the transition from Excel‑based tools to Google Cloud Platform and contributing SQL expertise to streamline and improve data workflows.
• Conduct analytical deep‑dives and support special projects, delivering clear, data‑driven insights and recommendations that help leaders understand trends, scenarios, and impacts on capacity.
• Present risks, opportunities, and staffing recommendations to senior leadership, distilling complex data into actionable insights related to FTE planning, hiring needs, attrition assumptions, and training/ramp‑up considerations.
• Maintain and enhance workforce planning tools, reports, and data assets, providing WFO subject matter expertise to ensure accurate and reliable insights for operational and strategic decisions. 

What do you bring to the role?

• Strong analytical skills, with the ability to break down complex operational environments into clear, logical models. 
• Advanced technical expertise, including strong SQL skills and intermediate/advanced Excel skills (complex formulas, PowerQuery, data modeling). 
• Experience with Google Cloud Platform 
• High business acumen, able to connect operational insights to staffing strategies, hiring plans, attrition assumptions, and training/ramp‑up impacts. 
• Confident communication and presentation skills, comfortable leading meetings with senior leadership and backing recommendations with data. 
• Solid understanding of Workforce Optimization principles, including forecasting, capacity planning, shrinkage modelling, and FTE planning. 
• Experience working in a large, adjuster-based operational environment or exposure to P&C claims (asset). 

Salary Range: $73, ,500