Business Process Analyst, Consultant

Blue Shield of CA; Los Angeles (CA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Blue Shield of CA seeks a Customer Experience Program Management Team member to manage agent requirements and readiness for projects impacting Customer Experience. You will work with cross-functional teams to define requirements, lead change management, and ensure frontline agents are prepared for incoming changes, with a focus on coaching and ongoing learning.

The role emphasizes project-based work, business readiness, and delivering plans (training, communication, processes) to achieve

Qualifications

• Bachelor's or equivalent with 4 years of relevant experience; master’s preferred.
• Green Belt in Six Sigma or LEAN with progress toward Black Belt; change management certs valued.
• 5+ years leading BPM/continuous improvement initiatives.
• Proven cross-functional project leadership and reporting skills.
• Strong coaching, interpersonal and written/verbal communication skills.

Responsibilities

• Manage agent requirements and readiness for projects and programs affecting Customer Experience.
• Support member, broker, and provider phone teams in delivering projects.
• Define requirements and needs to ensure project success across cross-functional teams.
• Lead change management and business readiness for frontline agents.
• Develop and coordinate project plans, training plans, and communications.

Skills

Business Process Management

Project Management

Agile

Lean Six Sigma Green Belt

Change Management

Cross-functional leadership

Communication skills

Analytical skills

Mentoring/Coaching

Analytical tools (Excel, MiniTab)

Education

Bachelor's degree or High School Diploma/GED + 4 years experience

Masters 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.