Digital Transformation Lead

Job description

The Digital Transformation Lead is an operations based role responsible for driving digital enablement and process transformation within the Customer Operations function. The role acts as the primary digital transformation partner to the Customer Operations leadership team, supporting the development and evolution of the functions target operating model to enable efficient, scalable and high quality global service delivery. Customer Operations is a global function responsible for front facing customer engagement within a health insurance environment, including contact center operations, customer service teams and specialist medical teams that support customer interactions. Operating as part of the broader Digital Transformation team within Operations, this role works closely with functional leadership to ensure that processes, digital tools and operating models effectively support business objectives. The role collaborates extensively with other teams such as Claims, Policy Management, IT as well as Centers of Excellence but its focus is on the business ownership of digital capabilities, processes and transformation initiatives at an operations level. Success in the role requires s...