Digital Adoption Academy Architecture Director — General Insurance

The mandate

The insurer’s platform programme has produced demonstrations, e-learning and sandbox access, yet adjusters still route complex claims through legacy workarounds. Training reflects screen sequence rather than judgement, exception handling and customer communication. Managers cannot distinguish system unfamiliarity from policy ambiguity, and catastrophe surge workers will join shortly before cutover without sufficient practice.

The engagement deliverable is a Claims Digital Adoption Academy built around work journeys, decision points, exception patterns, system evidence, practice, feedback, qualification and post-cutover reinforcement. It must cover experienced adjusters, new hires, surge workers, team leaders and quality reviewers, while leaving claims authority and product policy with accountable business owners. Error libraries will connect recurrent production defects to the correct learning, process, policy or technology response.

Milestone one at week three accepts journey and population diagnostics; week seven closes learning and practice architecture. Week twelve completes six pilot journeys; week eighteen runs normal and catastrophe simulations. At week twenty-two, accepted academy assets, qualification evidence, manager playbooks, reinforcement measures and implementation backlog complete delivery.

Acceptance requires adjusters to process twelve unseen normal and exception claims within quality and time tolerances, managers to diagnose errors correctly, and Quality to reperform evidence. The Claims Executive signs only after surge workers and experienced staff complete a catastrophe scenario without legacy workarounds, consultant coaching or unauthorised claim decisions.

The client will provide claims journeys, product and authority rules, platform access, defects, role populations, quality findings, customer complaints, cutover plans, surge models, learning assets and named owners. The consultant does not configure software, define claims policy, adjudicate claims, assess employment performance, procure vendors, operate production support or certify regulatory compliance.

Why this is external work

The system integrator teaches features and claims leaders own policy, but adoption fails in the space between interface use and real judgement under pressure. Independent academy architecture can build practice and transfer evidence without fixing software, deciding claims or converting every operational defect into a training problem. It also creates neutral readiness evidence before irreversible cutover decisions.

What you will own

• Decompose first notice, triage, coverage, reserve, evidence, fraud, settlement, complaint and closure journeys across product lines.
• Map user decisions, system actions, exceptions, customer communication and escalation by role, authority and vulnerability context.
• Build role-specific diagnostics, scenario practice, sandbox evidence, coaching, qualification and targeted post-error remediation.
• Differentiate training gaps from policy, data, workflow, role, capacity and software defects.
• Prepare surge workers and leaders for catastrophe volume, prioritisation, hand-offs and degraded conditions.
• Rehearse normal, exception, system-latency, fraud referral, vulnerable-customer and catastrophe cases.
• Deliver academy architecture, reusable assets, qualification rules, manager playbooks, readiness measures and prioritised implementation backlog with owners.

Candidate qualifications

• Designed digital adoption for complex insurance claims, banking operations or another highly judgement-intensive regulated service workflow.
• Converted system features into realistic end-to-end work journeys, difficult exceptions and measurable customer outcomes.
• Built demanding scenario practice and qualification evidence that predicted production readiness beyond course completion under observation.
• Diagnosed whether errors came from learning, policy, data, workflow, capacity or software.
• Preserved boundaries among learning, claims authority, technology delivery, Quality and employment assessment.
• Transferred durable adoption governance through repeated live pilots, manager-led remediation and high-volume disruption simulations.

Non-negotiables

• Can lead Warsaw laboratories and all three production simulations within five months.
• Brings work-based digital adoption in complex claims or regulated operations; e-learning design alone is insufficient.
• Will disclose platform, integrator, learning, claims-services and quality-assessment relationships.
• Will not configure production, define claim policy, decide cases, assess employees or certify compliance.

1. 49 words maximum. Describe a platform adoption problem that training alone could not solve.
2. 49 words maximum. How did you prove readiness for exception cases rather than standard screen paths?
3. 49 words maximum. Which catastrophe scenario would you use for final academy acceptance?