Senior BPM & Change Lead for CX Programs

Blue Shield of California; California; Hybrid; USD 112,000 - 167,000; Full time

Job summary

Blue Shield of California is seeking a Business Process Analyst, Consultant to support Customer Experience by leading BPM initiatives, defining requirements and readiness for projects impacting frontline teams. You will coordinate cross-functional work, perform data analysis, and drive change management to ensure successful implementation while growing leaders at all levels.

Hybrid in-office role with in-person collaboration two days weekly; candidates should have strong BPM, project management

Qualifications

• Bachelor’s degree or High School Diploma with 4 years of relevant experience in lieu of a degree.
• Master's degree preferred.
• 7 years of prior relevant experience.
• Advanced BPM expertise in management, project management, strategic thinking and change leadership.
• Green Belt designation (Six Sigma or LEAN) with work towards Black belt, Agile or Change Management Certification (Prosci, ACMP, GAWM, CMI).
• 5 years of experience leading BPM/continuous improvement from ideation through execution.
• Proficiency in driving cross-functional projects.
• Excellent coaching, interpersonal and verbal/written communication skills.
• Strong analytical skills and use of tools (e.g., MiniTab, Excel graphs).
• Mastery level knowledge of process improvement and project management is preferred.

Responsibilities

• Lead cross functional teams through BPM process steps, guide data collection/root cause analysis, customer journey mapping, process mapping and forecasting of benefits.
• Guide prioritization of efforts based on impact, cost and ease of implementation; provide inputs on business models and performance tools.
• Analyze data quality and develop data collection plans.
• Define highly complex business and customer needs and drive operational efficiency and change.
• Develop methodology for forecasting benefits and guide prioritization based on impact and cost.

Skills

BPM expertise

Project management

Strategic thinking

Change leadership

Coaching

Interpersonal communication

Data analysis tools

Cross-functional leadership

Education

Bachelor’s degree or High School Diploma/GED with 4 years of additional relevant experience

Master's degree preferred

7 years of prior relevant experience

Green Belt certification with work towards Black belt / Agile / Change Management

Tools

MiniTab

Excel graphs

Job description

Blue Shield of California is seeking a Business Process Analyst, Consultant to support Customer Experience by leading BPM initiatives, defining requirements and readiness for projects impacting frontline teams. You will coordinate cross-functional work, perform data analysis, and drive change management to ensure successful implementation while growing leaders at all levels.

Hybrid in-office role with in-person collaboration two days weekly; candidates should have strong BPM, project management