Tucker Norris

• Directed the claims corporate learning and development function, encompassing Process, PMO, Design, Digital, Delivery, and Vendor Acquisition, managing a team of over 250 employees, and supporting 20,000+ students annually.
• Pioneered a strategic vision that revolutionized the adult learning space through the implementation of cutting-edge technologies such as AR/VR/MR and AI, leading to higher learner engagement and retention rates, all while reducing costs.
• Set the strategic direction for the claims learning organization, ensuring alignment with enterprise-level objectives for a workforce of 35,000+ employees.
• Achieved industry-leading results during a period of historic organizational growth and profitability by leveraging strategic partnerships and process improvements, saving millions annually.

- Skills: Succession Planning · Employer Branding · Organizational Development · Establishing Strategic Partnerships · Employee Engagement · Internal Communications · Training and Development (HR) · Strategic Partnerships · Talent Management · Strategy Implementation · Leadership · Onboarding

• Led the Claims corporate process ownership of Customer Experience (CX), analyzing data and developing initiatives to enhance performance for over 14 million policyholders.
• Efficiently managed multiple high-impact projects, driving a comprehensive roadmap that promoted a customer centricity culture.
• Collaborated with cross-functional teams/vendors, integrated Voice of Customer (VoC) insights, performed benchmarking, and conducted outlier/trend analysis to enhance operational efficiencies and overall customer experience.

- Skills: Succession Planning · Employer Branding · Organizational Development · Establishing Strategic Partnerships · Employee Engagement · Internal Communications · Strategic Partnerships · Strategy Implementation · Leadership · Onboarding

• Directed multiple leadership teams ranging from 5 to over 250 employees across various states/zones in both field and contact center environments, overseeing 12-15% of the company's total claim volume.
• Coached and developed employees to ensure accuracy, quality, and efficiency in claims handling, and spearheaded initiatives to foster a positive work environment.
• Identified and led process improvement initiatives to increase efficiency, actively participating in, monitoring, and overseeing these projects.
• Managed claims staff, including responsibilities for training, mentoring, conducting performance reviews, and taking disciplinary actions.

- Skills: Succession Planning · Organizational Development · Employee Engagement · Internal Communications · Strategic Partnerships · Leadership · Onboarding