Business Process Analyst, Consultant

Blue Shield of CA; Oakland (CA); Hybrid; USD 110,000 - 165,000; Full time

Job summary

Blue Shield of CA is seeking a Business Process Analyst, Consultant to support Customer Experience by aligning requirements with cross-functional teams and ensuring readiness for projects that impact members, brokers, and providers. You will drive change management, training plans, and communications to enable successful implementation.

You will work with frontline teams and leaders to define needs, develop plans, and sustain high-performing outcomes in a hybrid, in-office environment.

Qualifications

• Bachelor's degree or HS diploma with 4+ years of relevant experience
• Masters degree preferred
• 7 years of prior relevant experience
• Advanced BPM, project mgmt, strategic thinking and change leadership
• Green Belt in Six Sigma or LEAN; pursuing Black Belt; Agile or change management certs
• 5 years leading BPM/continuous improvement from ideation through execution
• Proficiency in driving cross-functional projects
• Excellent coaching, interpersonal, and verbal/written communication skills
• Strong math and analytical skills; adept with analytical tools
• Knowledge of process improvement and project management preferred

Responsibilities

• Define requirements and needs to make projects successful
• Support front-line teams delivering projects impacting Customer Experience
• Lead change management and business readiness activities
• Develop project plans, communication plans and training plans
• Coordinate with cross-functional leaders and teams

Skills

BPM expertise

Project leadership

Communication skills

Analytical skills

Analytical tools

Change leadership

Education

Bachelor's degree

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.