Senior Process Optimization Consultant

The Hartford

Senior Process Optimization Consultant in an insurance company. Driving operational excellence and digital adoption across Employee Benefits Operations.

Posted 4/24/2026full-time🇺🇸 United StatesSenior💰 $110,800 - $166,200 per yearWebsite

About the role

Key responsibilities & impact

Act as a senior process owner for assigned Employer Benefits operational processes, accountable for end to end performance, stability, and continuous improvement.
Lead in depth analysis of business processes to identify pain points, root causes, and value added improvement opportunities.
Develop and test proof of concept pilots to validate strategic hypotheses and operational assumptions.
Apply Lean and Six Sigma methodologies to drive measurable improvements in efficiency, quality, and customer experience.
Partner with business leaders to map current state and future state process flows across customer journey touchpoints and service channels.
Define and maintain process documentation, control plans, and governance artifacts to ensure sustainable execution.
Establish and monitor KPIs that reflect process health, customer outcomes, and operational performance.
Serve as a key driver of the Employer Digital Adoption Strategy, focused on increasing customer use of the digital portal for: Service interactions, Billing and payments, Employee claims management, Self-service reporting capabilities, Document delivery and management
Identify opportunities to migrate demand from manual and assisted channels to digital, aligning process design, communications, and operational behaviors to support adoption.
Partner with Digital, Product, Technology, Marketing, Contact Center, and Operations teams to ensure digital capabilities are embedded into end to end processes—not treated as add ons.
Drives analysis of digital adoption trends to build insights and inform backlog. Partners with analytics teams to power self service of analysis through access to data.
Use Voice of the Customer (VOC) and Voice of the Employee (VOE) insights to understand barriers to digital usage and design targeted adoption tactics.
Lead test and learn pilots (e.g., messaging, workflow changes, digital prompts, education) to influence customer behavior and improve digital utilization.
Translate digital adoption goals into clear operational requirements, including changes to processes, training, scripts, and performance measures.
Track and report on digital adoption metrics, outcomes, and benefits realization, ensuring transparency and accountability.
Manage and execute cross functional initiatives from concept through implementation, ensuring delivery within scope, timeline, and budget.
Develop and execute change management, communication, and adoption plans that support both process changes and increased digital engagement.
Lead others through change related to new system enhancements, process decisions, and future state visions.
Support business planning activities, including staffing, expense impacts, and benefit realization associated with process and digital initiatives.
Facilitate cross functional teams to deliver outcomes across Claims, Finance, Actuarial, Technology, and other corporate partners.
Act as a trusted advisor to leaders by providing insight on process performance, digital adoption trends, and improvement opportunities.
Build strong partnerships across business and technology teams to align strategy, execution, and results.

Requirements

What you’ll need

Minimum 3 years of strategic project or initiative leadership experience
Minimum 5 years of Operations, Employee Benefits, or relevant cross industry experience
Experience with Employee Benefits billing a service practices preferred
Bachelor’s degree or equivalent work experience required
Business process optimization experience required; Lean / Six Sigma experience preferred (Green Belt a plus)
Strong written, verbal, and presentation skills at all organizational levels
Demonstrated ability to manage complexity, ambiguity, and multiple priorities
Highly organized with strong attention to detail
Proven ability to influence, challenge the status quo, and build strong working relationships
Strong analytical skills with the ability to synthesize data into actionable insights
Business acumen, financial understanding, and insurance knowledge preferred
Strategic thinker with experience forming hypotheses, analyzing outcomes, and driving conclusions.

Benefits

Comp & perks

Short-term or annual bonuses
Long-term incentives
On-the-spot recognition

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Lean methodologySix SigmaBusiness process optimizationKPI establishmentData analysisChange managementDigital adoption strategyProof of concept developmentOperational performance measurementEmployee Benefits billing

Soft Skills

LeadershipCommunicationAnalytical thinkingOrganizational skillsInfluencingAttention to detailStrategic thinkingProblem-solvingCollaborationPresentation skills

Certifications

Lean Six Sigma Green Belt