Senior Process Optimization Consultant

Sr Cons Solutions & Design - CG07GE Weu2019re 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 u2013 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 experienceu2014while growing your career in a collaborative, transformation focused environment. WORK ARRANGEMENTS: Sustaining The Hartfordu2019s unique workplace culture is vital to delivering on our purpose u2013 underwriting human achievement u2013 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 companyu2019s 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 u2022 Act as a senior process owner for assigned Employer Benefits operational processes, accountable for end to end performance, stability, and continuous improvement. u2022 Lead in depth analysis of business processes to identify pain points, root causes, and value added improvement opportunities. u2022 Develop and test proof of concept pilots to validate strategic hypotheses and operational assumptions. u2022 Apply Lean and Six Sigma methodologies to drive measurable improvements in efficiency, quality, and customer experience. u2022 Partner with business leaders to map current state and future state process flows across customer journey touchpoints and service channels. u2022 Define and maintain process documentation, control plans, and governance artifacts to ensure sustainable execution. u2022 Establish and monitor KPIs that reflect process health, customer outcomes, and operational performance. Employer Digital Adoption Strategy & Execution u2022 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 u2022 Identify opportunities to migrate demand from manual and assisted channels to digital, aligning process design, communications, and operational behaviors to support adoption. u2022 Partner with Digital, Product, Technology, Marketing, Contact Center, and Operations teams to ensure digital capabilities are embedded into end to end processesu2014not treated as add ons. u2022 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. u2022 Use Voice of the Customer (VOC) and Voice of the Employee (VOE) insights to understand barriers to digital usage and design targeted adoption tactics. u2022 Lead test and learn pilots (e.g., messaging, workflow changes, digital prompts, education) to influence customer behavior and improve digital utilization. u2022 Translate digital adoption goals into clear operational requirements, including changes to processes, training, scripts, and performance measures. u2022 Track and report on digital adoption metrics, outcomes, and benefits realization, ensuring transparency and accountability. Project Leadership & Change Management u2022 Manage and execute cross functional initiatives from concept through implementation, ensuring delivery within scope, timeline, and budget. u2022 Develop and execute change management, communication, and adoption plans that support both process changes and increased digital engagement. u2022 Lead others through change related to new system enhancements, process decisions, and future state visions. u2022 Support business planning activities, including staffing, expense impacts, and benefit realization associated with process and digital initiatives. Stakeholder Engagement & Collaboration u2022 Facilitate cross functional teams to deliver outcomes across Claims, Finance, Actuarial, Technology, and other corporate partners. u2022 Act as a trusted advisor to leaders by providing insight on process performance, digital adoption trends, and improvement opportunities. u2022 Build strong partnerships across business and technology teams to align strategy, execution, and results. QUALIFICATIONS: u2022 Minimum 3 years of strategic project or initiative leadership experience u2022 Minimum 5 years of Operations, Employee Benefits, or relevant cross industry experience u2022 Experience with Employee Benefits billing a service practices preferred u2022 Bacheloru2019s degree or equivalent work experience required u2022 Business process optimization experience required; Lean / Six Sigma experience preferred (Green Belt a plus) u2022 Strong written, verbal, and presentation skills at all organizational levels u2022 Demonstrated ability to manage complexity, ambiguity, and multiple priorities u2022 Highly organized with strong attention to detail u2022 Proven ability to influence, challenge the status quo, and build strong working relationships u2022 Strong analytical skills with the ability to synthesize data into actionable insights u2022 Business acumen, financial understanding, and insurance knowledge preferred u2022 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 Hartfordu2019s 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

Created: 2026-04-01