JAMIE STUART

Leading pivotal transformation initiatives and cultivating high-performing teams of up to 13 Business Change Coordinators. Driving enhancements in claims processes through strategic Guidewire ClaimCenter development and the integration of advanced AI technologies.

Key Achievements:

• Spearheaded end-to-end AI initiatives, including deep learning models and Microsoft Document Intelligence, to revolutionise key claims processes, demonstrating leadership across the full project lifecycle.
• Successfully assisted in the strategic onboarding Household claims, consisting of 150+ system users, onto Guidewire ClaimCenter.
• Led the seamless development and implementation of automated Glass claims processing within Guidewire, delivering £2.12m benefit over 3 years.
• Consistently delivered multiple critical system and process enhancements on schedule, proactively removing blockers and ensuring transparent stakeholder communication.
• Fostered a high-performing team environment by effectively managing, coaching, and mentoring Business Coordinators, enhancing overall team capability and project success.
• Provided key leadership in ongoing claims transformation, steering both significant Guidewire ClaimCenter enhancements and the strategic introduction of impactful AI solutions.

Contributed expert knowledge to the formulation of business requirements for critical Claims Change initiatives, supporting the entire project lifecycle from concept through to warranty closure and seamless transition to Business As Usual (BAU). Acted as a key representative for the Claims Business in pivotal discussions and workshops, ensuring decisions aligned with strategic requirements or identifying optimal alternatives.

Key Achievements:

• Played an instrumental role in major Guidewire ClaimCenter system and product enhancements that significantly uplifted operational capabilities.
• Delivered the strategic onboarding of Commercial Fleet & Goods Carrying Vehicle product lines into Guidewire ClaimCenter to over 200+ system users.
• Delivered a highly complex integration into Guidewire ClaimCenter for the Ministry of Justice Injury Claims portal.
• Successful integrated the Motor Insurance Database into Guidewire ClaimCenter for all motor lines of business.
• Developed detailed business scenarios to accurately define and rigorously test solutions, ensuring they met evolving business needs and standards.
• Organised and actively participated in business acceptance and validation testing, serving as the primary contact for query resolution and issue management.
• Authored comprehensive business user documentation, collaborating closely with technical teams to ensure consistency and clarity.
• Collaborated with training design & business readiness teams for the seamless implementation of projects and provided crucial onsite support post-deployment to ensure smooth adoption.

• Served as the system use expert for Commercial Motor Claims, overseeing change initiatives, system development, and performance optimisation.
• Researched and implemented process improvements, diligently monitored system issues, and collaborated effectively with IT experts to drive solutions.
• Managed communications with the Motor Management Team, ensured business requirements were integrated into IT projects, participated in improvement forums, assisted with training and UAT, and contributed to robust implementation plans.

Responsible for monitoring daily operations, providing coaching to team members and ensuring effective leadership to meet our claims management objectives.

Managed the QA framework, carried out robust QA calibration and acted as the gatekeeper of the training framework. Responsible for conducting training sessions and ensuring that our technical skills met the necessary standards for delivering exceptional customer service and claims technical capability.

Carried out QA audits and coached team members to improve customer & technical claims excellence to ensure that team members consistently met service level agreements and delivered exceptional customer experiences.

Handled up to 25k accidental damage, third-party property, and third-party injury claims. I worked on a team that served high-end customers with bespoke requirements. Responsible for negotiating settlements that met their unique needs and expectations.