Senior Insurance Business Process & Smart Apps Presales Lead

Job Description:

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.

Role Purpose

Lead business-led presales engagements for DXC Smart Apps with insurance carriers, BPO/BPS organizations and insurance service providers. The role combines first-hand understanding of insurance operations with a strong conviction that AI can materially improve operational outcomes and reimagine business processes. It discovers how work moves across customers, intermediaries, operations teams, systems and external partners; identifies friction, control gaps and avoidable manual effort; and shapes outcome-focused Smart Apps solutions that deliver breakthrough improvements in flow, service, productivity, decision-making and customer experience.

This is not primarily an enterprise architecture role. It requires deep insurance operations knowledge, process consulting capability, commercial presales discipline and sufficient technology fluency to connect business needs with workflow, integration, automation and AI capabilities. The successful candidate will be a pragmatic AI evangelist: grounded in operational realities, controls and implementation constraints, while actively challenging conventional processes and championing responsible AI-led change rather than defaulting to skepticism.

What Success Looks Like

· Clients see a compelling, operationally credible vision for how AI can improve business outcomes and reimagine end-to-end insurance processes.

· Clients recognize a clear understanding of their operating model, terminology, process constraints and desired outcomes.

· Current-state workflows are converted into coherent future-state concepts spanning people, systems, data, decisions, controls and hand-offs.

· Smart Apps demonstrations and proposals directly address documented business friction and articulate credible operational value.

· Sales, product and delivery teams receive complete, testable requirements, assumptions, scope boundaries and transition information.

· Opportunities progress through discovery, solution validation, RFI/RFP, demonstration, proof-of-concept and commercial stages with a consistent business narrative.

Key Responsibilities

Insurance Process Discovery & Advisory

· Bring an AI-first, outcome-led perspective to discovery: challenge legacy assumptions, identify opportunities for breakthrough change and distinguish genuine transformation from incremental automation.

· Lead discovery workshops and stakeholder interviews with business, operations, distribution, finance, claims, underwriting, customer service, compliance, technology and partner teams.

· Map the complete journey of a work item from trigger to outcome, including intake channels, queues, roles, hand-offs, system interactions, documents, data, decisions, approvals, exceptions, controls, service levels and customer communications.

· Understand standard operating procedures and operating models across insurers, shared-service centers and BPO/BPS environments; distinguish market-standard practices from client-specific constraints.

· Frame operational issues in business terms such as turnaround time, rework, leakage, backlog, service quality, control exposure, customer effort and employee productivity.

Insurance Operations Coverage

· Apply hands-on knowledge across business acquisition and new business, quotation and underwriting support, policy issuance, endorsements and renewals, billing, collections, payment allocation, refunds and reconciliation.

· Cover policyholder servicing, broker/agent servicing, distribution operations, document and correspondence handling, complaints and service requests.

· Assess claims processes including first notification of loss, triage, assignment, investigation support, assessment, reserves, approvals, settlement, recoveries, subrogation and closure.

· For Life insurance engagements, cover application processing, underwriting support, premium collection, policy servicing, beneficiary changes, claims and benefit settlements as applicable.

Process Improvement & Future-State Design

· Analyze bottlenecks, duplicate work, swivel-chair activities, fragmented queues, unclear ownership, control gaps, exception patterns and decision delays.

· Design practical future-state workflows using process simplification, rules, orchestration, straight-through processing, human-in-the-loop controls, task management and intelligent automation.

· Define personas, process steps, business rules, decision points, exception paths, functional requirements, service measures and traceability from pain point to solution feature.

· Create clear process artifacts including SIPOC views, swimlane diagrams, journey maps, process hierarchies, RACI views, business requirements, user stories and acceptance criteria.

Smart Apps Solutioning & Presales

· Position DXC Smart Apps as a business workflow solution that connects people, processes, systems and information around priority insurance use cases.

· Translate discovery findings into solution concepts, demonstrations, storyboards, value hypotheses, phased roadmaps and executive presentations.

· Partner with sales, product, engineering, architecture, security and delivery teams to shape solutions that are valuable, feasible, supportable and commercially sound.

· Lead or contribute to RFI/RFP responses, proposals, proof-of-concepts, solution validation, scope definition, assumptions, dependencies, risks, estimates and transition to delivery.

· Communicate a persuasive, cohesive narrative tailored to executives, operational leaders, subject-matter experts and technology stakeholders; handle objections and explain trade-offs clearly.

AI-Led Business Process Reimagination & Decision Enablement

· Reimagine insurance processes around AI-enabled outcomes rather than simply digitizing existing steps; redesign work across people, intelligent agents, systems, data, decisions and controls.

· Act as a credible AI evangelist with clients and internal teams, using operational experience, evidence and practical use cases to build confidence, overcome inertia and accelerate responsible adoption.

· Identify appropriate opportunities for workflow automation, document intake, OCR/IDP, case summarization, knowledge assistance, classification, routing, next-best action and decision support.

· Differentiate deterministic business rules, predictive or generative AI assistance, and decisions that require accountable human judgment.

· Consider data quality, explainability, privacy, security, regulatory obligations, auditability and human oversight when shaping AI-enabled process solutions.

· Define measurable improvement hypotheses and baseline requirements without overstating benefits before client data is validated.

Required Experience

· 10+ years of relevant experience, with substantial depth in insurance operations, insurance process consulting, BPO/BPS operations or workflow solutioning for insurers.

· Demonstrated expertise in either P&C / General Insurance or Life Insurance, with both domains valued equally. Candidates should bring substantial end-to-end process breadth in at least one domain and the ability to transfer operational insight across the other.

· Experience managing or improving insurance operations and workflows, including teams, queues, service levels, quality, controls, exceptions and cross-functional hand-offs.

· Background may include an insurer, insurance BPO/BPS provider, consulting organization, or IT/solution provider that designs and implements workflow solutions for insurers.

· Proven experience conducting client discovery, facilitating workshops, documenting processes, designing improvements and converting operational needs into solution requirements.

· Presales or solution consulting experience, including demonstrations, proposals, RFI/RFP responses, proof-of-concepts, business cases and executive presentations.

· Experience working with workflow/case-management platforms such as Pega, AWD, ServiceNow or comparable technologies. Platform depth is valuable, but insurance process expertise is the primary requirement.

· Experience collaborating across global, virtual and multidisciplinary sales, product, architecture and delivery teams.

Preferred Qualifications

· Bachelor’s degree or equivalent professional experience in insurance, business, operations, engineering, information systems or a related discipline.

· Lean Six Sigma, BPM, business analysis, insurance-industry or relevant platform certifications are advantageous.

· Experience creating insurer-specific demonstrations and reusable industry use cases for P&C / General Insurance and/or Life Insurance, with equal value placed on experience in either domain.

· Exposure to regulatory, privacy, conduct, risk and control considerations relevant to insurance operations.

Candidate Profile

A credible insurance operations practitioner and AI transformation evangelist who is equally comfortable walking through an operations floor, facilitating a detailed process workshop and presenting an executive solution story. The ideal candidate has dealt directly with operational issues such as backlogs, exceptions, service-level pressure, leakage, rework and control exposure, and uses that experience to identify where AI can deliver breakthrough change. They are curious, structured, commercially aware and constructively ambitious: able to challenge legacy ways of working, reimagine end-to-end processes and champion responsible AI adoption without losing sight of controls, customer outcomes or implementation realities.

Location & Work Eligibility

• Malaysia preferred.
• Candidates who require Employment Pass sponsorship may be considered, subject to DXC hiring policies and local regulatory requirements.

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About Us

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.