Business Process Analyst, Consultant

Blue Shield of CA; Long Beach (CA); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Blue Shield of California is seeking a Business Process Analyst, Consultant to support member, broker, and provider phone teams in delivering projects that impact frontlines. The role focuses on gathering requirements, coordinating cross-functional teams, and driving change management to ensure readiness of front-line agents.

The role emphasizes leadership, strategic thinking, and continuous learning within a hybrid office model, with collaboration across multiple functions to achieve successful

Qualifications

• Bachelor's degree or GED with 4 years of relevant experience; Master’s preferred.
• Advanced BPM/continuous improvement experience; track record in process improvement.

Responsibilities

• Support cross-functional teams to define requirements for projects and programs impacting Customer Experience.
• Lead change management and business readiness to prepare front-line agents for changes.
• Develop and coordinate project plans, business readiness plans, communication plans, process updates, training plans and leadership alignment.

Skills

BPM/Process improvement

Project management

Strategic thinking

Change leadership

Coaching

Communication skills

Analytical skills

Education

Bachelor's degree or high school diploma/GED with 4 years relevant experience

Master's degree preferred

Tools

MINITAB

Excel

Job description

Your Role

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.

Your Knowledge and Experience

• 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.

Hybrid

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.