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).

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

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