Director, Process Transformation (Member Experience)

Key Skills

Data science techniques, DevOps, Effective communication skills, Lean Six Sigma, Machine learning techniques, Planning and organization

Job Description

The Advance Process Insights and Reengineering (APIR) team is functional unit of the Medicare Member Experience organization that engages with various business areas to mine for deep analytical insights, identify ideal process states, and prototype advanced solutions that enable a breakthrough in performance for our members and partners.

As a key member the APIR team, the Lead Director will be expected to:

• Serve as a data-driven expert in process analysis that partners with key business areas to drive insights into challenging and complex business problems and identify ideal process states.

• Establish qualitative and quantitative connections between the Medicare member journey and the underlying business processes and drive improvements in member experience and operational effectiveness.

• Collaborate with business leaders to implement effective metrics and tracking mechanisms for business processes and facilitate development of breakthrough targets that are indicative of an ideal state.

• Lead cross-functional strategic improvement initiatives including larger end-to-end efforts with high degree of complexity using disciplined, scientific problem-solving methodologies.

• Drive planning, logistics and overall project management of initiatives to ensure quality and on-time delivery of commitments.

• Effectively devise and communicate requirements for digital solutions to assigned business improvement problems as necessary.

Required Qualifications

• 8-12 years of experience with several of the following methodologies: Lean-Six Sigma, management consulting, project consulting, business process consulting, financial strategic analysis, mergers and acquisitions, data analysis, quality management, strategic business planning, and/or risk management consulting, organizational redesign.

• 8-12+ years of experience developing and supporting cross-functional initiatives that improve operational performance, cost efficiency, and constituent experience

• Demonstrated ability to apply structured and scientific problems solving to complex business process and customer experience improvement problems.

• Expertise in conducting deep process and customer journey analysis and identifying actionable insights

• Demonstrated experience in crafting business solutions with experience in planning, assessing, and implementing change

• Expertise conducting complex data analyses and the use of tools such as Minitab, Tableau, Python, SQL

• Strong communication and consulting skills accompanied by interpersonal savvy and team-oriented leadership skills

• Professionalism and organizational skills with the ability to work independently in potentially ambiguous situations and have the flexibility to meet the work demand

Preferred Qualifications

Certification as a Lean Six Sigma Black Belt or Lean Expert

Deep working knowledge on Lean and Six Sigma methodologies and tools including Value Stream Design, Root Cause Analysis, Kaizen, Standard Work, Visual management, Process mapping, and Change Management and Project Management tools

Experience working with Medicare or Medicaid business processes, data, products, regulations, or policy

Desirable to have experience with any of the following: Agile methods, software DevOps, Robotic Process Automation, Business Intelligence, machine learning, Design Thinking

Education

• Bachelor's Degree in Business or a Quantitative field (engineering, mathematics, statistics, etc.) or 12 years of equivalent work experience

• Advanced Degree in: Business Administration with a focus on Analytics or Information Systems, Operations Research, Data Science, or other quantitative fields preferred

Open to other locations close to a CVS Health business office.

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.