Director, Process Transformation (Member Experience) - Military Veterans
at CVS Health
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 Summary
The Advance Process Insights and Reengineering (APIR) team is 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 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 development of breakthrough targets that are indicative of an ideal state.
Lead cross-functional strategic improvement initiatives including larger end-to-end efforts with 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 Qualifications
8-12 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 problems 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 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 Qualifications
Certification as a Lean Six Sigma Black Belt or Lean Expert
Deep working knowledge on 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
Education
Bachelor'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
**Open to other locations close to a CVS Health business office.
Pay Range
The 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 Health
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Hartford, CT
At CVS Health we are transforming health care with a shared purpose: Bringing our heart to every moment of your health™
With 300,000 dedicated colleagues including veterans, service members, Guard and Reserve, and military spouses, we are improving the health of communities across America.
We recognize the value of military service and know that the skills and experience our nation's veterans and military spouses possess are unparalleled. As a CVS Health colleague, you’ll find career opportunities across the organization and at every stage of your career. More important, your work will have an impactful purpose on someone’s life, including your own.
As an enduring partner with Military Spouse Employment Partnership for 20 years, we’re committed to providing long-term career potential, opportunity, and support for military spouses.
Corporate Fellowship Programs
Transitioning Service Members - For transitioning service members and Coast Guardsmen within 180 days of separation from service interested in SkillBridge programs, please reach out to YourNextMission@CVSHealth.com to learn about the career tracks that we host participants in.
Accommodation Statement
We provide reasonable accommodations to individuals with disabilities as needed. To request an accommodation – including a qualified interpreter, written information in other formats, translation or other services – please email AdviceandCounsel@cvshealth.com or call 877-805-9511. If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.
EEO Statement
CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT.
Military Spouses - We offer programs throughout the year and have partnered with Hiring Our Heroes to offer a 12-week paid fellowship for military spouses. During this time, you will receive professional training and hands-on experiences across CVS Health enterprise to quickly build your network and showcase your skillset. If you are interested in Military Spouse Fellowship programs, please reach out to our partners at Hiring Our Heroes.