Business Process Analyst, Consultant

Blue Shield of CA; Redding (CA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Blue Shield of California seeks a Senior Business Process Analyst to support Customer Experience projects. The role leads BPM/CI activities, drives change management, and coordinates cross-functional teams to prepare frontline agents for upcoming changes.

You will develop plans, coaching, and communication materials, ensuring readiness and alignment across the organization in a hybrid in-office setting.

Qualifications

• Bachelor's degree or equivalent experience required; 10+ years of relevant experience.
• Advanced BPM/continuous improvement expertise with leadership in change.
• Green Belt from Six Sigma or LEAN, pursuing Black Belt or similar certifications.
• 5+ years leading BPM/CI initiatives from ideation to execution.
• Proven ability to drive cross-functional projects with coaching and communication skills.
• Strong math, analytical, and problem-solving abilities; proficient in analytical tools.

Responsibilities

• Lead business readiness and change management for front-line teams.
• Develop project plans, readiness plans, and communication plans for initiatives.
• Coordinate training plans and process updates across teams to ensure rollout success.
• Provide leadership alignment and guidance throughout project lifecycles.

Skills

BPM/Continuous Improvement

Cross-functional project management

Coaching & communication

Analytical tools (MiniTab/Excel)

Education

Bachelor's degree or equivalent experience

Six Sigma Green Belt or LEAN certification in progress

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 equivalent experience and a minimum of 10 years of prior relevant experience required
• 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.
• 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.