CX Process & Change 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

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.