Business Process Analyst, Consultant

Blue Shield of California • El Dorado Hills, AR

1d • Hybrid

About The Position

The Business Process Analyst, Consultant supports the Customer Experience Program Management Team in managing agent requirements and readiness for projects and programs that affect Customer Experience. The role supports member, broker, and provider phone teams and represents Customer Experience when working with cross-functional teams to define project requirements and needs.

The work is primarily project-based and focuses on change management and business readiness to prepare frontline agents for upcoming changes. Activities may include developing project and business readiness plans, communication plans, process updates, training plans and coordination, change management approaches, and leadership alignment. The role also leads business process management and continuous improvement activities, analyzes complex business and customer needs, and develops methods to forecast benefits and prioritize improvement efforts.

The position reports to the CE Manager of Program and Project Management. It follows a hybrid workplace model: most teams work in the office two days each week. Employees who live more than 50 miles from an office location will work with their manager to determine in-office time based on business needs.

Requirements

• Bachelor’s degree, or a high school diploma/GED plus four years of additional relevant experience in lieu of a degree.
• Seven years of prior relevant experience.
• Green Belt designation from Six Sigma or LEAN, with work toward a Black Belt, Agile certification, or Change Management certification such as Prosci, ACMP, GAWM, or CMI.
• Five years of experience leading business process management or continuous improvement activities from ideation through execution.
• Proficiency in driving cross-functional projects.
• Excellent coaching, interpersonal, and verbal and written communication skills.
• Superior mathematical, analytical, and problem-solving skills.
• Ability to use analytical tools such as MiniTab and Excel graphs and coach or mentor others in their use.

Nice To Haves

• Master’s degree preferred.
• Mastery-level process improvement knowledge, typically obtained through advanced education combined with experience.
• Project management knowledge strongly preferred.

Responsibilities

• Lead cross-functional teams through business process management steps, including data collection and root cause analysis, data interpretation, customer journey mapping, process mapping, and benefits forecasting.
• Guide prioritization of efforts based on impact, cost, and ease of implementation.
• Provide input on business models, incentive systems, and performance management tools; engage business owners to assess and evaluate optimization recommendations.
• Analyze and assure the quality of collected data and develop data collection plans.
• Define complex business and customer needs and provide analysis to improve operational efficiency and drive organizational change.
• Develop methodologies for forecasting benefits and guide prioritization of improvement efforts.
• Support frontline member, broker, and provider phone teams with projects that affect Customer Experience.
• Represent Customer Experience in cross-functional project work to define requirements and needs.
• Perform change management and business readiness activities, including project plans, readiness plans, communications, process updates, training coordination, and leadership alignment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior