Business Process Analyst, Consultant
Blue Shield of California
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Job summary
Blue Shield of California is seeking a Business Process Analyst, Consultant to support Customer Experience by leading BPM initiatives, defining requirements and readiness for projects impacting frontline teams. You will coordinate cross-functional work, perform data analysis, and drive change management to ensure successful implementation while growing leaders at all levels.
Hybrid in-office role with in-person collaboration two days weekly; candidates should have strong BPM, project management
Qualifications
- Bachelor’s degree or High School Diploma with 4 years of relevant experience in lieu of a degree.
- Master's degree preferred.
- 7 years of prior relevant experience.
- Advanced BPM expertise in management, project management, strategic thinking and change leadership.
- Green Belt designation (Six Sigma or LEAN) with work towards Black belt, Agile or Change Management Certification (Prosci, ACMP, GAWM, CMI).
- 5 years of experience leading BPM/continuous improvement from ideation through execution.
- Proficiency in driving cross-functional projects.
- Excellent coaching, interpersonal and verbal/written communication skills.
- Strong analytical skills and use of tools (e.g., MiniTab, Excel graphs).
- Mastery level knowledge of process improvement and project management is preferred.
Responsibilities
- Lead cross functional teams through BPM process steps, guide data collection/root cause analysis, customer journey mapping, process mapping and forecasting of benefits.
- Guide prioritization of efforts based on impact, cost and ease of implementation; provide inputs on business models and performance tools.
- Analyze data quality and develop data collection plans.
- Define highly complex business and customer needs and drive operational efficiency and change.
- Develop methodology for forecasting benefits and guide prioritization based on impact and cost.
Skills
Education
Tools
Job description
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). Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high‑performing teams, getting results the right way, and fostering continuous learning.
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). Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high‑performing teams, getting results the right way, and fostering continuous learning.
Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high‑performing teams, getting results the right way, and fostering continuous learning.
- Lead cross functional teams through BPM process steps, guide development of data collection/root cause analysis, data interpretation, customer journey mapping, process mapping and forecasting of benefits, guide prioritization of efforts based on impact, cost and ease of implementation
- Provide inputs on business models, incentive systems and performance management tools and support engagement with business owners to assess and evaluate specific recommendations around optimization
- Analyze and assure the quality of data collected and develop data collection plans
- Define highly complex business and customer needs and provide analysis toward operational efficiency and drive change within the organization
- Develop methodology for forecasting of benefits and guide prioritization of efforts based on impact, cost and ease of implementation
- Bachelor’s degree or High School Diploma/GED and 4 years of additional relevant experience in lieu of a degree
- Masters degree preferred
- 7 years of prior relevant experience
- Advanced Business Process expert highly skilled in business process management, project management, strategic thinking and change leadership.
- Requires a Green Belt designation from either Six Sigma or LEAN with work towards a Black belt, Agile, or Change Management Certification (Prosci, ACMP, GAWM, CMI etc.
- 5 years of experience leading BPM/continuous improvement activities from ideation through execution
- Proficiency in driving cross functional projects
- Excellent coaching, interpersonal, and verbal/written communication skills.
- Superior math, analytical and problem‑solving skills and use of analytical tools (e.g. MiniTab, Excel graphs) ability to provide coaching and mentoring on the use of analytical tools.
- Preferred Mastery level knowledge of process improvement typically obtained through advanced education combined with experience. Knowledge of project management strongly preferred.
This role requires employees to be in‑office based on our hybrid workplace model, balancing purposeful in‑person collaboration with flexibility. For most teams, this means coming into the office two days each week. Employees living more than 50 miles from an office location will work with their manager to determine in‑office time based on business need.
As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.
At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.
Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community‑minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!
- Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
- Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
- Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
- For most teams, this means coming into the office two days per week.
- Employees living more than 50 miles from an office location, out of state employees, and employees in certain member-facing roles should work with their manager to determine in‑office time based on business need.
- For employees with medical conditions that may impact their ability to work in‑office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well‑being.
The Company reserves the right to require more presence in the office based on business needs, and requirements are subject to change with periodic reviews.
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day. Please click here for further physical requirement detail.
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.
Job Identification : 20262419
Job Category : Business Operations
Posting Date : 2026-11-11T19:14:54+00:00
Job Schedule : Full time
Locations :
El Dorado Hills, CA, United States
Long Beach, CA, United States
Lodi, CA, United States
Oakland, CA, United States
Rancho Cordova, CA, United States
Redding, CA, United States
Woodland Hills, CA, United States
Pay Range for California : $111540.00 to $167420.00
Pay Range for Bay Area : $125736.00 to $188728.00
Note : Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate experience, location (California, Bay Area, or outside California), and current employee salaries for similar roles.
Role can be filled by a candidate requiring sponsorship : No
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