Business Process Analyst, Consultant

Blue Shield of California • El Dorado Hills, CA

2d • $111,540 - $188,728 • Hybrid

About The Position

The Business Process Analyst, Consultant supports the Customer Experience Program Management Team in preparing member, broker, and provider phone teams for projects and programs that affect Customer Experience. Reporting to the CE Manager of Program and Project Management, the role represents Customer Experience across cross-functional teams to define project requirements and frontline needs. The work is primarily project-based and includes change management and business readiness, such as project and readiness plans, communications, process updates, training coordination, change approaches, and leadership alignment.

The role leads business process management and continuous-improvement work, including data collection and root-cause analysis, customer journey and process mapping, benefit forecasting, and prioritization of improvement efforts. It also analyzes complex business and customer needs and supports operational efficiency and organizational change.

The position follows a hybrid workplace model. Most teams work in the office two days per week; employees more than 50 miles from an office work with their manager to determine in-office time based on business need. The physical work environment is an office and/or home office with predominantly sedentary desk work.

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, or Agile 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.
• Advanced business process expertise, including business process management, project management, strategic thinking, and change leadership.
• Proficiency in driving cross-functional projects.
• Excellent coaching, interpersonal, verbal, and written communication skills.
• Superior mathematical, analytical, and problem-solving skills, including use of analytical tools such as MiniTab and Excel graphs, and ability to coach and mentor others in their use.

Nice To Haves

• Master’s degree preferred.
• Mastery-level process-improvement knowledge, typically gained 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 benefit 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, and 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 efforts.
• Represent Customer Experience in cross-functional projects and define requirements and needs for successful project delivery.
• Support frontline readiness and change management through project plans, readiness plans, communications, process updates, training plans and coordination, change approaches, and leadership alignment.

What This Job Offers

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