Job Description

Your Role

The Customer Experience Program Management Team is responsible for managing agent requirements and readiness for projects and programs that impact Customer Experience. The Business Process Analyst, Consultant will report to the CE Manager of Program and Project Management. In this role you will support member, broker, and provider phone teams in delivering projects that impact frontlines. You will be required to work with multiple cross-functional teams as a representative of Customer Experience to define requirements and needs to make the project successful. This work is overwhelmingly project-based; performing change management and business readiness to ensure all front-line agents are prepared for incoming changes. (Examples include: project plans, business readiness plans, communication plan, process updates, training plan and coordination, change management approaches and leadership alignment). Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work

In this role, you will:

• Lead cross functional teams through BPM process steps, guide development of data collection/root cause analysis, data interpretation, customer journey mapping, process mapping and forecasting of benefits, guide prioritization of efforts based on impact, cost and ease of implementation
• Provide inputs on business models, incentive systems and performance management tools and support engagement with business owners to assess and evaluate specific recommendations around optimization
• Analyze and assure the quality of data collected and develop data collection plans
• Define highly complex business and customer needs and provide analysis toward operational efficiency and drive change within the organization
• Develop methodology for forecasting of benefits and guide prioritization of efforts based on impact, cost and ease of implementation

Your Knowledge and Experience

• Bachelor’s degree or High School Diploma/GED and 4 years of additional relevant experience in lieu of a degree
• Masters degree preferred
• 7 years of prior relevant experience
• Advanced Business Process expert highly skilled in business process management, project management, strategic thinking and change leadership.
• Requires a Green Belt designation from either Six Sigma or LEAN with work towards a Black belt, Agile, or Change Management Certification (Prosci, ACMP, GAWM, CMI etc.
• ​5 years of experience leading BPM/continuous improvement activities from ideation through execution​
• Proficiency in driving cross functional projects
• Excellent coaching, interpersonal, and verbal/written communication skills.
• Superior math, analytical and problem-solving skills and use of analytical tools (e.g. MiniTab, Excel graphs) ability to provide coaching and mentoring on the use of analytical tools.
• Preferred Mastery level knowledge of process improvement typically obtained through advanced education combined with experience. Knowledge of project management strongly preferred.

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.