Enterprise Transformation Lead

The Enterprise Transformation Lead will help frame opportunities by identifying current state processes and developing solutions to improve customer experience and operational metrics. This role involves diagramming and evaluating current state processes using established improvement approaches, performing cost and benefit analyses to support change, and partnering with business and IT teams for omnichannel consideration. Responsibilities include using independent judgment to determine the best course of action, partnering with marketing to oversee the development and approval of all language within marketing materials, and operationalizing the experience with the Vendor Management team. The lead will collaborate with internal teams to ensure readiness and understanding of expected member experience, work with the analytics team on optimizing the member experience, and develop a measurement plan for appropriate controls and KPIs. Additionally, the role involves working with the research team to conduct focus groups, consumer research, and usability testing, and evaluating test and learn opportunities with partners for new initiatives.