Senior Process Optimization Consultant
About this role
Sr Cons Solutions & Design - CG07GE
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the
future.
Join a high impact team driving operational excellence and accelerating employer digital adoption across Employee Benefits Operations. If you think this opportunity is a fit for your career, you should apply. If you are not sure, you can have a conversation with your manager.
Are you passionate about owning end to end processes and influencing how customers choose to engage digitally? Join our Employee Benefits Process Optimization team and play a pivotal role in shaping the future of our employer experience. As a Senior Process Optimization Consultant, you will serve as both a senior process owner and a driver of our Employer Digital Adoption Strategy, increasing the use of our digital portal for service, billing, employee claims details and submission, and document management.
This role offers a unique opportunity to make a measurable impact on customer behavior, operational efficiency, and employee experience—while growing your career in a collaborative, transformation focused environment.
WORK ARRANGEMENTS:
Sustaining The Hartford’s unique workplace culture is vital to delivering on our purpose – underwriting human achievement – and continuously producing outstanding results. Our enterprise work model, which reflects a mix of in office, hybrid, and fully remote roles, helps us attract, retain and develop the talent we need to achieve the company’s strategic goals.
This role can have a Hybrid or Remote work schedule. Candidates who live near one of our offices will have the expectation of working in an office 3 days a week. Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise.
Responsibilities
- Process Ownership & Optimization
- Act as a senior process owner for assigned Employer Benefits operational processes, accountable for end to end performance, stability, and continuous improvement.
- Lead in depth analysis of business processes to identify pain points, root causes, and value added improvement opportunities.
- Develop and test proof of concept pilots to validate strategic hypotheses and operational assumptions.
- Apply Lean and Six Sigma methodologies to drive measurable improvements in efficiency, quality, and customer experience.
- Partner with business leaders to map current state and future state process flows across customer journey touchpoints and service channels.
- Define and maintain process documentation, control plans, and governance artifacts to ensure sustainable execution.
- Establish and monitor KPIs that reflect process health, customer outcomes, and operational performance.
- Employer Digital Adoption Strategy & Execution
- Serve as a key driver of the Employer Digital Adoption Strategy, focused on increasing customer use of the digital portal for:
- o Service interactions
- o Billing and payments
- o Employee claims management
- o Self-service reporting capabilities
- o Document delivery and management
- Identify opportunities to migrate demand from manual and assisted channels to digital, aligning process design, communications, and operational behaviors to support adoption.
- Partner with Digital, Product, Technology, Marketing, Contact Center, and Operations teams to ensure digital capabilities are embedded into end to end processes—not treated as add ons.
- Drives analysis of digital adoption trends to build insights and inform backlog. Partners with analytics teams to power self service of analysis through access to data.
- Use Voice of the Customer (VOC) and Voice of the Employee (VOE) insights to understand barriers to digital usage and design targeted adoption tactics.
- Lead test and learn pilots (e.g., messaging, workflow changes, digital prompts, education) to influence customer behavior and improve digital utilization.
- Translate digital adoption goals into clear operational requirements, including changes to processes, training, scripts, and performance measures.
- Track and report on digital adoption metrics, outcomes, and benefits realization, ensuring transparency and accountability.
- Project Leadership & Change Management
- Manage and execute cross functional initiatives from concept through implementation, ensuring delivery within scope, timeline, and budget.
- Develop and execute change management, communication, and adoption plans that support both process changes and increased digital engagement.
- Lead others through change related to new system enhancements, process decisions, and future state visions.
- Support business planning activities, including staffing, expense impacts, and benefit realization associated with process and digital initiatives.
- Stakeholder Engagement & Collaboration
- Facilitate cross functional teams to deliver outcomes across Claims, Finance, Actuarial, Technology, and other corporate partners.
- Act as a trusted advisor to leaders by providing insight on process performance, digital adoption trends, and improvement opportunities.
- Build strong partnerships across business and technology teams to align strategy, execution, and results.
Requirements
- Minimum 3 years of strategic project or initiative leadership experience
- Minimum 5 years of Operations, Employee Benefits, or relevant cross industry experience
- Experience with Employee Benefits billing a service practices preferred
- Bachelor’s degree or equivalent work experience required
- Business process optimization experience required; Lean / Six Sigma experience preferred (Green Belt a plus)
- Strong written, verbal, and presentation skills at all organizational levels
- Demonstrated ability to manage complexity, ambiguity, and multiple priorities
- Highly organized with strong attention to detail
- Proven ability to influence, challenge the status quo, and build strong working relationships
- Strong analytical skills with the ability to synthesize data into actionable insights
- Business acumen, financial understanding, and insurance knowledge preferred
- Strategic thinker with experience forming hypotheses, analyzing outcomes, and driving conclusions
About Hartford Financial
| Our Culture | What It’s Like to Work Here | Perks & Benefits