As an OSS Team Lead, your primary purpose will be to supervise Operations Support Services (OSS) staff and processes, monitor colleagues' workloads, provide training, and monitor individual transactions. You will also provide technical direction on work processes.

Responsibilities

• Supervise Operations Support Services colleagues
• Define and establish quality assurance procedures, standards, metrics reporting, and auditing
• Train OSS team on tasks and responsibilities
• Review quality data, conduct audits, track quality metrics, and report on findings
• Track non-compliance issues and monitor through resolution
• Manage staffing schedules to assure appropriate department coverage

Additional Responsibilities

• Perform other duties as assigned
• Support the organization's quality program(s)
• Travel as required

Supervisory Responsibilities

• Administer company personnel policies in all areas and follow company staffing standards and training recommendations
• Interview, hire, and establish colleague performance development plans; conduct colleague performance discussions
• Provide support, guidance, leadership, and motivation to promote maximum performance

Qualifications

• Bachelor's degree from an accredited college or university preferred
• Six (6) years of related experience or equivalent combination of education and experience required, including two (2) years claims management experience
• Some proven software specifications experience required; supervisory experience preferred

Skills & Knowledge

• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Excellent analytical and interpretive skills
• Strong organizational skills
• Strong time management skills
• Good judgment and discretion skills
• Ability to manage multiple projects and set priorities
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

Job Data by YubHub.

As a UX AI Designer within the Transformation Office, you will serve as a senior user experience and product design professional responsible for shaping intuitive, human-centered AI experiences that support large-scale business transformation. This role translates complex artificial intelligence capabilities, including Generative AI, agentic workflows, LLM-powered tools, and conversational interfaces, into accessible, effective, and scalable user experiences across enterprise systems, Lines of Business, and operational workflows.

Responsibilities:

• Leads the user experience strategy and design direction for AI-enabled products, tools, platforms, and workflows, ensuring solutions are intuitive, accessible, scalable, and aligned with enterprise transformation objectives.
• Designs user experiences for Generative AI platforms, conversational AI tools, agentic AI systems, copilots, chat-based interfaces, recommendation tools, and workflow automation solutions that support complex business processes.
• Partners with AI architects, engineers, product owners, business leaders, and end users to translate advanced AI capabilities into practical, user-centered designs that improve productivity, decision-making, and operational efficiency.
• Develops user journeys, personas, service blueprints, wireframes, prototypes, interaction models, and usability flows that define how colleagues and clients engage with AI-enabled solutions across systems and processes.
• Designs conversational and prompt-based experiences, including user prompts, interaction patterns, response flows, escalation paths, feedback loops, and human-in-the-loop review experiences.
• Applies human-centered design principles to ensure AI tools are transparent, explainable, trustworthy, and easy to adopt, with a strong focus on minimizing user friction and supporting responsible AI use.
• Conducts user research, stakeholder interviews, usability testing, journey mapping, and feedback sessions to identify user needs, pain points, adoption barriers, and opportunities for AI-driven process improvement.
• Collaborates with data, analytics, engineering, and platform teams to ensure AI experiences are informed by accurate data, appropriate context, sound design logic, and clear user expectations.
• Supports the design of enterprise AI governance experiences, including consent, disclosure, confidence indicators, explainability, exception handling, auditability, and user feedback mechanisms.
• Creates design standards, reusable interaction patterns, and UX best practices for enterprise AI solutions to promote consistency across AI products, platforms, and digital experiences.
• Partners with change management, communications, training, and business readiness teams to support user adoption, colleague enablement, and effective rollout of AI-enabled tools.
• Evaluates the effectiveness of AI experiences through qualitative and quantitative measures, including usability outcomes, adoption metrics, user satisfaction, task completion, productivity impact, and feedback trends.

Additional Functions and Responsibilities:

• Provides design guidance, coaching, and thought leadership to product teams, delivery teams, and business stakeholders on effective AI experience design.
• Contributes to the evolution of enterprise AI design standards, product strategy, tooling, and governance practices within the Transformation Office.
• Stays current on emerging AI design trends, human-AI interaction models, responsible AI practices, conversational design, and enterprise UX best practices.
• Supports cross-functional workshops, discovery sessions, design reviews, and stakeholder presentations related to AI-enabled transformation initiatives.
• Performs other duties as assigned.
• Travel as required.

Qualifications:

• Bachelor's degree in User Experience Design, Human-Computer Interaction, Product Design, Interaction Design, Cognitive Science, Psychology, Computer Science, Information Systems, or a related field from an accredited college or university required. Master's degree in Human-Computer Interaction, Design Strategy, Human Factors, AI Interaction Design, or a related discipline preferred.

Experience:

• Seven (7) years of related experience in user experience design, product design, digital experience strategy, or human-centered design, with at least three (3) years supporting AI-enabled products, enterprise platforms, digital transformation initiatives, conversational interfaces, automation tools, or complex workflow design required.
• Experience designing user experiences for Generative AI, conversational AI, copilots, workflow automation, decision-support tools, enterprise software, or data-driven platforms strongly preferred.
• Experience working in complex corporate environments with cross-functional teams, including product, engineering, data, analytics, security, risk, compliance, operations, and business leadership preferred.
• Equivalent combination of education and experience may be considered.

Skills & Knowledge:

• Strong ability to translate complex AI, data, and technical concepts into clear, intuitive, and user-centered digital experiences.
• Advanced knowledge of UX design methods, including user research, journey mapping, service design, wireframing, prototyping, usability testing, accessibility, and design systems.
• Demonstrated understanding of human-AI interaction principles, including explainability, trust, transparency, user control, ethical AI use, feedback loops, and human-in-the-loop design.
• Experience designing conversational interfaces, chat-based experiences, prompt flows, AI-assisted workflows, decision-support experiences, or intelligent automation tools.
• Proficiency with design and collaboration tools such as Figma, FigJam, Miro, Adobe Creative Suite, or similar platforms.
• Strong understanding of product development lifecycles, agile delivery practices, enterprise technology environments, and cross-functional delivery models.
• Ability to partner effectively with AI architects, data scientists, software engineers, product owners, business stakeholders, and change management teams.
• Strong communication, facilitation, storytelling, and presentation skills, with the ability to influence stakeholders and clearly articulate design decisions.
• Ability to balance user needs, business objectives, technical feasibility, governance requirements, and operational constraints.
• Knowledge of accessibility standards and inclusive design principles.
• Ability to work in a team environment.
• Ability to meet or exceed Performance Competencies.

Job Data by YubHub.

We are seeking a mid-level ServiceNow HR Application Analyst to support and evolve our HR Service Delivery (HRSD) platform, with a strong focus on the Employee Center (ESC). This role is designed for someone ready to step beyond execution into solution ownership and decision-making, helping shape how HR services are delivered through ServiceNow.

Key Responsibilities:

• Own configuration and ongoing enhancement of ServiceNow HRSD modules
• Design and optimize the Employee Center experience
• Analyze requirements and make solution design decisions
• Configure workflows, Flow Designer automations, and platform logic
• Evaluate configuration vs. customization trade-offs
• Troubleshoot complex issues and guide resolution strategies

Required Skills & Experience:

• Experience with ServiceNow HRSD
• Strong Employee Center (ESC) configuration experience
• End-to-end configuration expertise
• Ability to make independent configuration decisions

Technical Growth & Awareness:

• JavaScript exposure in ServiceNow
• Portal/widget scripting awareness
• Interest in deeper development skills

Soft Skills:

• Strong analytical thinking
• Confident communicator
• Ownership mindset
• documentation

Preferred Qualifications:

• ServiceNow CSA (certified system administrator)
• HRSD certification (service delivery)

What Sets This Role Apart: A stepping-stone to senior level with real solution ownership.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $80,000-85,000 annually. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

Job Data by YubHub.