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
• Support business planning and execution around business process improvements
• Support engagement with business owners to assess and evaluate specific recommendations around optimization.
• Defines highly complex business and customer needs and provides analysis toward operational efficiency and drives change within the organization.
• 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
• Recommend processes for ongoing measurement, monitoring and reporting of progress on key metrics and facilitate status.
• Develop methodology for forecasting of benefits and guide prioritization of efforts based on impact, cost and ease of implementation
• Establish and cultivate relationships across operational roles. Building alliances between parties and expert in knowing what’s necessary to execute and achieve the goals of the business in harmony with the goals of all areas of business and delivery.
• Gather customer and business needs and provides analysis toward operational efficiency and drives change within and operational areas
• Guides/maintains leadership level alignment through communications and change management strategies
• Lead the development and enhancement of tools and materials that enhance operating efficiency, accuracy, and technical skill levels of unit staff
• Provide leadership in tracking and communicating workflow and system changes to appropriate sources and coordination of training and documentation needs
• Create and maintain business readiness plans from initial impact assessment to implementation and stabilization
• Maintain comprehensive project plans and scorecards to report status updates, risks, and mitigation plans to leadership
• Maintain ongoing relationships with vendors to ensure compliance with regulations and tracking of results

YOUR KNOWLEDGE AND EXPERIENCE

• Requires a bachelor’s degree or equivalent
• Requires a Six Sigma green belt from either Six Sigma or LEAN
• Requires at least 10 years of prior relevant experience leading BPM/continuous improvement activities from ideation through execution
• Preferred experience with agile methodologies
• Experience with contact center operations is preferred
• Experience working with project management, operations readiness, and business change management is preferred

PHYSICAL REQUIREMENTS:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

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).

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
• Support business planning and execution around business process improvements
• Support engagement with business owners to assess and evaluate specific recommendations around optimization.
• Defines highly complex business and customer needs and provides analysis toward operational efficiency and drives change within the organization.
• 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
• Recommend processes for ongoing measurement, monitoring and reporting of progress on key metrics and facilitate status.
• Develop methodology for forecasting of benefits and guide prioritization of efforts based on impact, cost and ease of implementation
• Establish and cultivate relationships across operational roles. Building alliances between parties and expert in knowing what’s necessary to execute and achieve the goals of the business in harmony with the goals of all areas of business and delivery.
• Gather customer and business needs and provides analysis toward operational efficiency and drives change within and operational areas
• Guides/maintains leadership level alignment through communications and change management strategies
• Lead the development and enhancement of tools and materials that enhance operating efficiency, accuracy, and technical skill levels of unit staff
• Provide leadership in tracking and communicating workflow and system changes to appropriate sources and coordination of training and documentation needs
• Create and maintain business readiness plans from initial impact assessment to implementation and stabilization
• Maintain comprehensive project plans and scorecards to report status updates, risks, and mitigation plans to leadership
• Maintain ongoing relationships with vendors to ensure compliance with regulations and tracking of result