Sr. Director, Business Transformation and Customer Experience

Responsibilities

• 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
• 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.
• 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.
• 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.
• Collaborate with Insulet GPOs to Identify, Design and Deliver Proces

Additional Information

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.

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