Business Process Analyst, Consultant

Blue Shield of California•Rancho Cordova, CA

1d•Hybrid

About The Position

The Business Process Analyst, Consultant supports member, broker, and provider phone teams with projects that affect frontline Customer Experience. Representing Customer Experience, the role works with cross-functional teams to define requirements and needs for successful project delivery. The work is primarily project-based and centers on change management and business readiness so frontline agents are prepared for upcoming changes, including project and readiness plans, communications, process updates, training coordination, change management approaches, and leadership alignment. The role leads teams through business process management activities, including data collection and root cause analysis, data interpretation, customer journey and process mapping, and benefits forecasting. It also analyzes business and customer needs, supports operational efficiency and organizational change, and contributes to recommendations for optimization. The position reports to the CE Manager of Program and Project Management. The role 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 coordinate in-office time with their manager based on business needs.

Requirements

Bachelor’s degree or equivalent experience.
At least 10 years of prior relevant experience.
Advanced business process expertise, including skills in business process management, project management, strategic thinking, and change leadership.
Green Belt designation in Six Sigma or LEAN, with work toward a Black Belt, or an Agile or change management certification such as Prosci, ACMP, GAWM, or CMI.
At least 5 years of experience leading business process management or continuous improvement activities from ideation through execution.
Proficiency in driving cross-functional projects.
Excellent coaching, interpersonal, verbal, and written communication skills.
Superior math, analytical, and problem-solving skills.
Experience using analytical tools such as MiniTab and Excel graphs, and ability to coach and mentor others in their use.
Mastery-level process improvement knowledge, typically obtained through advanced education combined with experience.

Nice To Haves

Knowledge of project management is 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 improvement efforts based on impact, cost, and ease of implementation.
Provide input on business models, incentive systems, and performance management tools.
Engage with business owners to assess and evaluate optimization recommendations.
Analyze data quality and develop data collection plans.
Define complex business and customer needs and analyze opportunities to improve operational efficiency and drive organizational change.
Develop methodologies for forecasting benefits and guide prioritization of efforts.
Support member, broker, and provider phone teams in projects that affect frontline employees.
Represent Customer Experience in cross-functional project work to define requirements and needs.
Lead change management and business readiness activities for frontline agents, including project plans, readiness plans, communications, process updates, training plans and coordination, and leadership alignment.