Sr. Director, Business Transformation and Customer Experience; Hybrid - Acton, MA

Position: Sr. Director, Business Transformation and Customer Experience (Hybrid - Acton, MA)
Job Summary

As the Head of Business Transformation and Customer Experience (CX) for IGBS, this role is responsible for building and leading solution design, Business Process Management (BPM), and related Continuous Improvement (CI) capability in IGBS and in Insulet. This role will also be responsible for sensing and proactively sponsoring efforts to improve internal customer experiences. This role will also be responsible for collecting data and reporting on Insulet business process performance, including key IGBS performance data.

This role will also champion a service quality and CI mindset in the organization through an integrated understanding of the relationships between process design, service performance, ease of use and customer experiences, interacting with IGBS processes and services. This role will also act as the key interface between IGBS and Insulet Global Process Owners (GPOs). This role will also define process management standards and tools to be used throughout Insulet.

At the outset of IGBS establishment this role will also provide organizational design leadership and catalyze the establishment of business process management capabilities throughout Insulet, including working closely with Insulet functions to establish an effective Global Business Process Owner network.

Job Title:

Sr. Director, Business Transformation and Customer Experience (CX) - Insulet Global Business Services (IGBS)

Department:
Global Operations

Position Overview:

As the Head of Business Transformation and Customer Experience (CX) for IGBS, this role is responsible for building and leading solution design, Business Process Management (BPM), and related Continuous Improvement (CI) capability in IGBS and in Insulet. This role will also be responsible for sensing and proactively sponsoring efforts to improve internal customer experiences. This role will also be responsible for collecting data and reporting on Insulet business process performance, including key IGBS performance data.

This role will also champion a service quality and CI mindset in the organization through an integrated understanding of the relationships between process design, service performance, ease of use and customer experiences, interacting with IGBS processes and services. This role will also act as the key interface between IGBS and Insulet Global Process Owners (GPOs). This role will also define process management standards and tools to be used throughout Insulet.

At the outset of IGBS establishment this role will also provide organizational design leadership and catalyze the establishment of business process management capabilities throughout Insulet, including working closely with Insulet functions to establish an effective Global Business Process Owner network.

Responsibilities:

As the Head of Business Transformation and Customer Experience for IGBS will provide leadership for the establishment of these capabilities in IGBS, build a and lead a team appropriately sized to deliver an impactful solution design and BPM capability across IGBS and Insulet, catalyze the establishment of the Insulet GPO network and set standards and define tools to be used for BPM.

This individual will also work across boundaries, functions, and geographies and will work with external consultants where needed to support the work. As a member of the IGBS LT this leader will also act as an account manager for one or more Insulet accounts.

1. 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

2. Establish IGBS Core Capabilities in BPM and CI as a Key Enabler of…