Principal Business Process Consultant

UKG•,

1d•$129,500 - $186,100

About The Position

The Principal Business Process Consultant for Support Services is a high-impact analytical leadership role responsible for owning the performance truth for Support Services and ensuring that strategic initiatives and operational changes deliver measurable outcomes. This role sits at the intersection of data, operations, and decision-making, partnering closely with the BEP Director, Process & Operational Analysts, and Analytics COE to translate performance signals into clear insights, early warnings, and fact-based decision support. This is an ideal role for high-potential analysts or operational leaders who want to move beyond reporting and into enterprise influence, outcome ownership, and strategic problem-solving.

Requirements

Senior-level experience in business partnering, operations, strategy, or program leadership, preferably in complex, matrixed environments
Demonstrated ability to connect strategy to execution, translating high-level direction into coordinated, adoptable operational action
Strong prioritization and systems-thinking skills, with the ability to see across workstreams, dependencies, and constraints
Experience influencing senior leaders, providing clear recommendations, framing trade-offs, and driving alignment without formal authority
Operational credibility, with a solid understanding of service delivery, implementation, managed services, or customer-facing operations
Proven track record of driving adoption and change, not just launching initiatives but ensuring they are sustained in day-to-day behavior

Nice To Haves

Excellent communication and synthesis skills, able to distill complexity into clear, decision-ready narratives
Comfort operating in ambiguity, with the judgment to make progress when inputs are incomplete or competing
High learning agility and enterprise mindset, with interest in expanding scope beyond a single function or domain
Demonstrated leadership potential, positioning this role as a feeder for future senior enterprise or operational leadership roles
Experience in support services, customer operations, or similar service delivery environments preferred

Responsibilities

Serve as the primary day-to-day CXE business partner to Support Services leadership, acting as the connective tissue between enterprise CXE strategy and operational execution
Maintain prioritization hygiene for Support Services, integrating inputs across analytics, capacity, readiness, and operations to ensure leaders have a clear, current, and shared view of priorities, dependencies, and trade-offs
Triage and shape incoming work, distinguishing signal from noise, clarifying intent, and ensuring requests align to agreed priorities and outcomes
Prepare decision-ready materials for the BEP Director and CX leadership, including options, impacts, risks, and trade-offs that enable timely, high-quality decisions
Own adoption and reinforcement of decisions, ensuring initiatives and changes translate into real behavioral change—not just alignment in meetings or communication
Coordinate enablement and readiness efforts, partnering with CXE Centers of Excellence to ensure the right support, tools, and guidance are delivered at the right time
Ensure initiatives are well-formed, with clear outcomes, named owners, success measures, and plans for follow-through
Surface risks early and proactively, identifying misalignment, capacity strain, or readiness gaps before they result in late escalations or rework
Capture and synthesize lessons learned, feeding insights back into future planning, readiness assumptions, prioritization, and capacity discussions
Build enterprise perspective, connecting Support Services needs to broader CXE priorities and helping leaders understand downstream and cross-functional impacts