Facilitate Kaizen Events: Lead and manage kaizen event workshops to map out and design the designed state of processes
Analyze and Improve Processes: Employ Lean Six Sigma methodologies to conduct thorough analyses of designed processes
Project Management: Take ownership of process improvement projects from inception to completion
Robust Reporting & Insights: Work closely with the CX Insights team to design and implement measurement systems that effectively track key performance indicators (KPIs), service level agreements (SLAs), and other relevant metrics
Operational Readiness: Assess and ensure that all systems, processes, and technology are fully operational and ready for deployment before the go-live date
Continuous Improvement: Lead initiatives to drive ongoing improvements in customer experience and operational efficiency
Root Cause Analysis: Conduct in-depth root cause analysis to address and resolve issues that arise during DDI projects.

Bachelor’s degree in any field required, preferably in a healthcare or STEM field
Lean Six Sigma Black Belt Certification required
Proven experience in leading process improvement projects, preferably in a large-scale, complex environment
Strong analytical and problem-solving skills, excellent project management capabilities, and the ability to facilitate cross-functional workshops and kaizen events
Proficiency in Microsoft Office Suite, process mapping, and statistical software
Understanding of Power BI or other business intelligence (BI) visualization tools
Demonstrated ability to work effectively with cross-functional teams and manage stakeholder expectations.

Business Process Consultant

Key skills