Hybrid BPM Consultant: Customer Experience Change Leader

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

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