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, you will build and lead solution design, Business Process Management (BPM), and related Continuous Improvement (CI) capability in IGBS and Insulet. You will collect data and report on Insulet business process performance, champion a service quality and CI mindset, and act as the key interface between IGBS and Insulet Global Process Owners (GPOs). You will also define process management standards and tools to be used throughout Insulet, and provide organizational design leadership to catalyze BPM capabilities across Insulet.

Responsibilities

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
   • Work with functional leadership to define the roles and responsibilities of Insulet GPOs and activate this network
   • Work with IGBS Organizational Development (OD) to develop change management efforts to embed and sustain BPM capabilities in Insulet
   • Work closely with functional and IT leadership to 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
   • Work with GPOs to sustain a global network of Key Users for in‑scope business processes
3. Define and Maintain Insulet‑Wide Process Management Standards and Tools:
   • Maintain awareness of industry trends and tools for BPM and related technologies
   • Deploy and manage BPM tools and methods as Insulet enterprise standards, including tools required for IGBS implementation and additional tools for ongoing automation, machine learning, GenAI, digitization, RPA, and other technologies
   • Ensure IGBS staff trained and capable in BPM methods
   • Establish a “BPM as a capability” offering for Insulet, enabling enterprise‑wide BPM from scratch
4. Design, Build and Maintain the IGBS Service Catalog:
   • Establish, design, deploy and maintain a service catalog for IGBS that is easy and user‑friendly
   • Champion catalog awareness and usage throughout Insulet, driving continuous improvement based on customer feedback
   • Train and support other IGBS service delivery teams in catalog usage for various 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
   • Define and prioritize CI work portfolios with GPOs on an ongoing basis
   • Champion digital techniques (process mining, mapping, RPA, ML, AI) 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 data acquisition and reporting
   • Agree with GPOs and IGBS leadership on performance data to be captured and reported
   • Publish performance data regularly, providing analytics viewpoints to create insight and enable decision‑making
7. Gather CX Insights and Integrate into Process, Service and Workflow Improvement Efforts:
   • Define tools and methods to capture and report CX data for hosted processes, services and workflows
   • Improve ease of use of processes, services and workflows through CI efforts reflecting insights from CX data
8. Act as a Strategic Account Manager for Insulet Internal Client Accounts:
   • Agree and define a client‑facing account plan for clients
   • Ensure IGBS strategy reflects client needs
   • Collaborate with senior leaders to share experiences and best practices
   • Gather client sentiments using Net Promotor Scoring (NPS) and agree on improvement actions and targets
   • Act as the voice of the client within IGBS and with the client
9. Create a culture of Continuous Improvement in IGBS and Insulet:
   • Develop and deploy training to widen use of standard CI tools and methodologies
   • Provide opportunities for Lean and Six Sigma Green Belt candidates to gain visibility and 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 such as Six Sigma and Lean
• 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
• Energetic 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.

Equal‑Opportunity Employer Statement

Insulet Corporation is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. (Know Your Rights)