CVS Health
Director, Process Transformation (Member Experience)
CVS Health, Hartford, Connecticut, us, 06112
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position SummaryThe Advance Process Insights and Reengineering (APIR) team is a 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 of 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 the development of breakthrough targets that are indicative of an ideal state.
Lead cross-functional strategic improvement initiatives including larger end-to-end efforts with a 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 Qualifications8-12 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 problem-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 in 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 QualificationsCertification as a Lean Six Sigma Black Belt or Lean Expert.Deep working knowledge of 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.
EducationBachelor'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.Pay RangeThe 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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time, and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit
Benefits | CVS HealthWe anticipate the application window for this opening will close on: 10/04/2024.Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
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Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position SummaryThe Advance Process Insights and Reengineering (APIR) team is a 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 of 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 the development of breakthrough targets that are indicative of an ideal state.
Lead cross-functional strategic improvement initiatives including larger end-to-end efforts with a 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 Qualifications8-12 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 problem-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 in 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 QualificationsCertification as a Lean Six Sigma Black Belt or Lean Expert.Deep working knowledge of 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.
EducationBachelor'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.Pay RangeThe 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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time, and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit
Benefits | CVS HealthWe anticipate the application window for this opening will close on: 10/04/2024.Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
#J-18808-Ljbffr