Senior Process Optimization Consultant

e 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.

QUALIFICATIONS:

• 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

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$110,800 - $166,200
Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age