FIND YOUR BETTER AT Blue Cross
If you believe in better, we'd love to hear from you.
About the Role
This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey-both directly and indirectly.
. Support the planning, execution and delivery of business transformation initiatives that improve operational efficiency, customer experience and employee productivity across Blue Cross.
. Partner with Operations, Technology and business stakeholders to identify process improvement opportunities and support the implementation of digital, automation and AI-enabled solutions.
. Assist in translating business requirements into practical solutions and help drive project delivery, user adoption and benefit realization.
Roles and Responsibilities:
Support Business and Operations Transformation Initiatives
- Act as Product Owner to support the delivery of business transformation initiatives across Claims, Underwriting, Policy Administration and Customer Service.
- Assist in identifying opportunities to improve operational efficiency through process simplification, digitalization and automation.
- Conduct business analysis and operational assessments to support transformation planning.
- Prepare business cases and recommendations for process improvement initiatives.
- Monitor initiative progress and escalate issues and risks where appropriate.
Business Process Analysis and Improvement
- Document current-state business processes, customer journeys and operational workflows.
- Analyze operational data and identify pain points, inefficiencies and improvement opportunities.
- Facilitate workshops with business users to gather requirements and validate process designs.
- Support process redesign initiatives and implementation of new ways of working.
- Assist in developing future-state process flows and operating procedures
Business Requirements Management
- Gather, document and manage business requirements, user stories and functional specifications.
- Work closely with Operations, Technology teams and vendors to support solution design and implementation.
- Participate in solution testing, UAT planning and defect management activities.
- Support backlog management and prioritization activities with project stakeholders.
- Ensure delivered solutions meet business requirements and expected outcomes.
Transformation Project Delivery and Change Management
- Coordinate project activities and track progress against agreed milestones.
- Prepare project documentation, status reports and meeting materials.
- Support stakeholder communication and business readiness activities.
- Assist in developing training materials and user adoption plans.
- Monitor post-implementation performance and collect feedback for continuous improvement.
Support AI and Automation Initiatives
- Assist in identifying suitable use cases for AI, GenAI and automation within operations processes.
- Support the implementation and testing of AI-enabled tools and automation solutions.
- Work with business users to gather feedback and identify optimization opportunities.
- Track and report productivity improvements and operational benefits achieved.
Benefits Tracking and Reporting
- Support the measurement and tracking of project benefits, including efficiency gains, turnaround time improvements and cost savings.
- Prepare management reports, dashboards and presentation materials.
- Maintain documentation of project outcomes, lessons learned and best practices.
Stakeholder Collaboration
- Build effective working relationships with Operations, Technology and business stakeholders.
- Facilitate discussions and workshops to gather requirements and align on project objectives.
- Coordinate with external vendors and implementation partners on project deliverables.
- Provide regular updates to project sponsors and management teams.
Minimum Job Requirements:
- 3-6 years of experience in Business Transformation, Business Analysis, Process Improvement, Digital Transformation, Project Management or related disciplines.
- Experience participating in transformation, digitalization or process improvement initiatives.
- Insurance, financial services, healthcare or consulting experience preferred.
- Strong analytical, problem-solving and stakeholder management skills.
- Experience preparing business requirements, process documentation and project deliverables.
- Familiarity with Agile delivery, automation, AI, workflow solutions or digital platforms is an advantage.
- Strong presentation and communication skills.
- Proficiency in PowerPoint, Excel and process mapping tools.
Others:
- You are required to acquire the relevant license(s) if your job involves regulated activities
