Sr. Director, Business Transformation and Customer Experience

Job Summary

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 be 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 IGBS Implementation
• Build a CI team (circa 12-15 staff) comprised of Global Process Managers (GPMs) as the backbone of the CI organization.
• Working closely with functional leadership, define the roles and responsibilities of Insulet GPOs and work with functional leadership to activate this network.
• Working closely with IGBS Organizational Development (OD) develop and implement adequate change management efforts to embed and sustain BPM capabilities in Insulet.
• Work closely with functional and IT leadership to identify and transition relevant process management and improvement activities to IGBS.
• Identify, procure and implement BPM and automation/AI tools needed to automate and digitize process mapping, mining, and execution activities.
• Working closely with GPOs, identify and sustain a global network of Key Users for in-scope business processes.

3. Define and Maintain Insulet-Wide Process Management Standards and Tools
• Maintain up to date awareness of industry trends and tools for BPM and related technologies.
• Deploy and manage relevant BPM tools and methods as Insulet enterprise standards including tools required for IGBS implementation as well as additional tools for ongoing process automation, machine learning, GenAI, digitization, RPA and other established or emerging technologies in this area.
• Ensure relevant IGBS staff trained and capable in BPM methods.
• Establish a “BPM as a capability” offering for Insulet which provides a comprehensive approach enabling Insulet to stand up BPM across the enterprise, from scratch.

4. Design, Build and Maintain the IGBS Service Catalog
• Establish standards, design, deploy and maintain a service catalog for IGBS which provides easy and user-friendly access to IGBS services.
• Champion service catalogue awareness and usage throughout Insulet, drive continuous improvement of the catalog based on customer feedback.
• Train and support other IGBS service delivery teams in service catalog usage for various IGBS hosted operational services.

5. Collaborate with Insulet GPOs to Identify, Design and Deliver Process Improvements
• Work closely with GPOs to establish a baseline BPM capability using the “BPM as a capability” approach.
• Work closely with GPOs on an ongoing basis to define and prioritize CI work portfolios.
• Champion usage of digital techniques including process mining and mapping, RPA, ML, AI and other emerging technologies to drive process improvements.
• Estimate workload and budget requirements for CI efforts.
• Align work portfolios with relevant IGBS functional leadership.
• Allocate CI and functional resources to prioritized work plans.

6. Collect, Analyze and Distribute IGBS and Insulet Business Process Performance Data
• Define common tools and methods for standard IGBS and business process performance data acquisition and reporting.
• Agree with GPOs and IGBS functional leadership IGBS and business process performance data to be captured and reported.
• Publish IGBS and business process performance data on a regular basis, including provision of analytics viewpoints necessary to create insight and enable decision-making.

7. Gather CX Insights and Integrate into Process, Service and Workflow CI Efforts
• Define common tools and methods to capture and report CX data for IGBS hosted processes, services and workflows.
• Improve ease of use of processes, services and workflows through CI efforts reflecting and addressing (where possible) insights derived from CX data.

8. Act as a Strategic Account Manager for Insulet Internal Client Accounts
• Where appropriate, agree and define a client facing account plan for clients.
• Where appropriate, ensure IGBS strategy is reflective of client needs.
• Collaborate with other IGBS senior leaders to share client experiences and develop best practices.
• Gather client sentiments using Net Promotor Scoring (NPS) and agree and monitor improvement actions and targets with the client and IGBS.
• Act as the voice of the client within IGBS and IGBS with the client.

9. Create a culture of Continuous Improvement in IGBS and Insulet
• Develop and deploy training to grow use of standard Continuous Improvement tools and methodologies.
• Identify opportunities to provide Lean and Six Sigma Green Belt candidates with visibility to leadership while instilling a sense of accountability.
• Develop an enterprise-wide system and structure to deploy the Lean Framework and a standard to measure Lean Maturity.

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.

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.