Sr. Director, Business Transformation and Customer Experience

Job Summary

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

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)
  • Define the roles and responsibilities of Insulet GPOs and activate this network
  • Develop and implement adequate change management efforts to embed and sustain BPM capabilities in Insulet
  • Identify and transition relevant process management and improvement activities to IGBS
  • Identify, procure and implement BPM, automation/AI tools for process mapping, mining, and execution
  • 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 awareness of industry trends and tools for BPM and related technologies
  • Deploy and manage relevant BPM tools and methods as Insulet enterprise standards
  • Ensure staff are trained and capable in BPM methods
  • Establish a “BPM as a capability” offering for Insulet
• Design, Build and Maintain the IGBS Service Catalog
  • Establish standards, design, deploy and maintain a service catalog for IGBS
  • Champion service catalog awareness and usage throughout Insulet
  • Train and support other IGBS service delivery teams in service catalog usage
• Collaborate with Insulet GPOs to Identify, Design and Deliver Process Improvements
  • Establish a baseline BPM capability using the “BPM as a capability” approach
  • Define and prioritize CI work portfolios with GPOs
  • Champion usage of digital techniques (process mining, RPA, ML, AI, etc.) 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
• 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
  • Publish performance data regularly and provide analytics insights
• Gather CX Insights and Integrate into Process, Service and Workflow CI Efforts
  • Define tools and methods to capture and report CX data for IGBS hosted processes
  • Improve ease of use of processes, services and workflows through CI efforts reflecting CX insights
• Act as a Strategic Account Manager for Insulet Internal Client Accounts
  • Agree and define client‑facing account plans
  • Ensure IGBS strategy reflects client needs
  • Collaborate with other IGBS senior leaders to share client experiences and develop best practices
  • Gather client sentiments using Net Promoter Scoring (NPS) and monitor improvement actions and targets
  • Act as the voice of the client within IGBS
• Create a culture of Continuous Improvement in IGBS and Insulet
  • Develop and deploy training to grow use of standard CI tools and methodologies
  • Provide opportunities for Lean and Six Sigma Green Belt candidates
  • Deploy an enterprise‑wide system and structure to evaluate 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
• Experience with GBS implementations and operational settings

Skills / Competencies

• Passionate leader who can build a team and BPM capabilities from the ground up
• Strong ability to shift mindset and drive change within a rapidly growing global organization
• Skillful in cutting through complexity, setting clear priorities and driving simplicity and efficiency
• Strong business acumen and executive presence
• Expert facilitation skills with senior leaders at all levels
• Knowledge of external industry best practices with demonstrated application of CI and CX efforts
• Champion of high‑impact, practical solutions and results
• Agilistic and flexible across a complex, matrixed organization
• Data analytics ability to identify insights, trends and shape actions
• Strong project management skills for leading global, complex initiatives

Physical Requirements

• Some travel will be required, approximately 25% initially, reducing to approximately 15% steady state

Equal Employment Opportunity 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)