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Sr. Director, Business Transformation and Customer Experience
Full-time
As Head of Business Transformation and Customer Experience for Insulet Global Business Services (IGBS), you will build and lead solution design, Business Process Management (BPM), and Continuous Improvement (CI) capability, while proactively sponsoring efforts to improve internal customer experiences.
Responsibilities
Manage new service onboarding, building excellent CX into solution designs and process-mapping end-to-end services.
Establish core BPM and CI capabilities and identify, procure, and implement BPM and automation/AI tools to digitize process mapping, mining, and execution.
Champion digital techniques including process mining, RPA, machine learning, GenAI, and other emerging technologies to drive process improvements.
Collect, analyze, and distribute business process performance data and integrate CX insights (VoC, NPS) into CI efforts.
Design, build, and maintain the IGBS service catalog and create a culture of Continuous Improvement.
Education & Experience
Bachelor's degree in a relevant field; advanced degree preferred.
15+ years leading Business Process Transformation activities and teams for large organizations.
Experience with Six Sigma and Lean and with GBS implementations.
Ability to translate business strategy into CI and CX strategies and solutions.
