Senior Director, Business Transformation, Customer Experience

Role Overview

• Manage new service onboarding, including design and implementation
• Work with functional operations leads to confirm the scope of new services
• Lead the work to design and implement new services
• Build excellent CX into the solution designs
• Process-map the end-to-end service and build the solution around the process
• Use the implementation process to activate IGBS service management and service quality standard
• Work closely with functional operations teams to manage knowledge transfer
• Hand over accountability for the service at go-live
• Manage an embedding process post go-live before closing the project once the service is stable and operating as intended
• Establish IGBS Core Capabilities in BPM and CI as a Key Enabler of IGBS Implementation
• Build a CI team (circa 12-15 staff) comprised of Global Process Managers (GPMs) as the backbone of the CI organization.
• Working closely with functional leadership, define the roles and responsibilities of Insulet GPOs and work with functional leadership to activate this network.
• Working closely with IGBS Organizational Development (OD) develop and implement adequate change management efforts to embed and sustain BPM capabilities in Insulet.
• Work closely with functional and IT leadership to identify and transition relevant process management and improvement activities to IGBS.
• Identify, procure and implement BPM and automation/AI tools needed to automate and digitize process mapping, mining, and execution activities.
• Working closely with GPOs, identify and sustain a global network of Key Users for in-scope business processes.
• Define and Maintain Insulet-Wide Process Management Standards and Tools
• Maintain up to date awareness of industry trends and tools for BPM and related technologies.
• Deploy and manage relevant BPM tools and methods as Insulet enterprise standards including tools required for IGBS implementation as well as additional tools for ongoing process automation, machine learning, GenAI, digitization, RPA and other established or emerging technologies in this area.
• Ensure relevant IGBS staff trained and capable in BPM methods.
• Establish a “BPM as a capability” offering for Insulet which provides a comprehensive approach enabling Insulet to stand up BPM across the enterprise, from scratch.
• Design, Build and Maintain the IGBS Service Catalog
• Establish standards, design, deploy and maintain a service catalog for IGBS which provides easy and user-friendly access to IGBS services.
• Champion service catalogue awareness and usage throughout Insulet, drive continuous improvement of the catalog based on customer feedback.
• Train and support other IGBS service delivery teams in service catalog usage for various IGBS hosted operational services.
• Collaborate with Insulet GPOs to Identify, Design and Deliver Process Improvements
• Work closely with GPOs to establish a baseline BPM capability using the “BPM as a capability” approach.
• Work closely with GPOs on an ongoing basis to define and prioritize CI work portfolios.
• Champion usage of digital techniques including process mining and mapping, RPA, ML, AI and other emerging technologies to drive process improvements.
• Estimate workload and budget requirements for CI efforts.
• Align work portfolios with relevant IGBS functional leadership.
• Allocate CI and functional resources to prioritized work plans.
• Collect, Analyze and Distribute IGBS and Insulet Business Process Performance Data
• Define common tools and methods for standard IGBS and business process performance data acquisition and reporting.
• Agree with GPOs and IGBS functional leadership IGBS and business process performance data to be captured and reported.
• Publish IGBS and business process performance data on a regular basis, including provision of analytics viewpoints necessary to create insight and enable decision-making.
• Gather CX Insights and Integrate into Process, Service and Workflow CI Efforts
• Define common tools and methods to capture and report CX data for IGBS hosted processes, services and workflows.
• Improve ease of use of processes, services and workflows through CI efforts reflecting and addressing (where possible) insights derived from CX data.
• Act as a Strategic Account Manager for Insulet Internal Client Accounts
• Where appropriate, agree and define a client facing account plan for clients.
• Where appropriate, ensure IGBS strategy is reflective of client needs.
• Collaborate with other IGBS senior leaders to share client experiences and develop best practices.
• Gather client sentiments using Net Promotor Scoring (NPS) and agree and monitor improvement actions and targets with the client and IGBS.
• Act as the voice of the client within IGBS and IGBS with the client.
• Create a culture of Continuous Improvement in IGBS and Insulet
• Develop and deploy training to grow use of standard Continuous Improvement tools and methodologies.
• Identify opportunities to provide Lean and Six Sigma Green Belt candidates with visibility to leadership while instilling a sense of accountability.
• Develop an enterprise-wide system and structure to deploy the Lean Framework and a standard to measure Lean Maturity.

Requirements

• Bachelor’s degree in a relevant field, advanced degree or equivalent preferred.
• 15+ years leading Business Process Transformation activities and associated teams for large organizations.
• Demonstrated experience leading and working with industry standard techniques including Six Sigma and Lean (as examples).
• Experience with GBS implementations and operational settings.

Tech Stack

• RPA

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• And additional employee wellness programs