Sr. Director, Business Transformation And Customer Experience

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

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

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

3. Define and Maintain Insulet-Wide Process Management Standards and Tools

4. Design, Build and Maintain the IGBS Service Catalog

5. Collaborate with Insulet GPOs to Identify, Design and Deliver Process Improvements

6. Collect, Analyze and Distribute IGBS and Insulet Business Process Performance Data

7. Gather CX Insights and Integrate into Process, Service and Workflow CI Efforts

8. Act as a Strategic Account Manager for Insulet Internal Client Accounts

9. Create a culture of Continuous Improvement in IGBS and Insulet

Education and Experience: Bachelor's degree in a relevant field, advanced degree or equivalent preferred. 15+ years leading Business Process Transformation activities and associated teams for large organizations. Demonstrated experience leading and working with industry standard techniques including Six Sigma and Lean (as examples). Experience with GBS implementations and operational settings.

Skills/Competencies: Passionate leader who can build a team and set of BPM capabilities from the ground up with little supervision. Energized in working with leaders to shift mindset and drive change within a rapidly growing global organization. Ability to cut through complexity, set clear and purposeful priorities and drive simplicity and efficiency in all activities. Strong business acumen. Demonstrated enterprise, strategic, critical thinking, and decision-making skills. Ability to understand business strategy and translate into key CI and CX strategies and solutions to drive business results. Expert facilitation skills with senior leaders and all levels of leadership. Knowledge of external industry best practices with demonstrated application of CI and CX efforts. Exhibits strong executive presence, upbeat, positive leadership style and can influence skills with C-suite/senior and mid-level leaders. Thrives in ambiguous business scenarios and can create practical, clear and simple solutions with high impact. Agile with ability to flex approach and navigate a complex, matrixed organization. Data analytics ability to identify insights, trends and shape actions and recommendations. Strong project management skills in leading global, complex initiatives.

Physical Requirements (if applicable): Some travel will be required, approximately 25% initially, reducing to approximately 15% steady state.