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The Hartford’s Priority Business organization is seeking a Program Director, Priority Business optimization to lead transformation and process excellence for driving the design and delivery of a digital-first benefits platform to enhance customer experience. The Director will manage a team of four process consultants focused on process optimization, change management, and adoption of new capabilities. You and your team will leverage data-driven insights to measure impact and inform future improvements, as well as support business unit leadership in designing target states and tracking value realization. The Program Director, PBO will report to the AVP, Priority Business Growth & Acquisition, and may be based in a Hartford office on a hybrid basis (three days a week in the office); candidates more than 25 miles from a Hartford office would have a remote work arrangement, traveling as business needs require.
Responsibilities
Lead the Priority Business Process Excellence team to identify inefficiencies, redesign workflows, and create lean, customer-centric processes.
Analyze customer feedback and pain points; design innovative and improved journeys for quoting, onboarding, billing, and servicing.
Facilitate workshops to map current and future processes and prioritize improvements.
Implement, monitor, and report on process control to ensure post-implementation stability.
Develop business cases and cost-benefit analyses for Priority Business strategic initiatives requiring portfolio investment funding.
Promote adaptability and a positive change mindset.
Drive internal and market adoption of the Priority Benefits Platform and new operating models.
Oversee operational readiness and sales enablement in partnership with cross-functional teams.
Manage feedback loops and analyze data for actionable insights.
Track and report on program roadmap progress, interdependencies, and outcomes.
Ensure steady delivery across workstreams using Lean and Agile practices.
Facilitate mid and long-term cross-team planning and synchronization events with internal teams and external vendor partners.
Establish and maintain reporting routines that provide leadership visibility into progress against plan, interdependencies, and outcomes; proactively escalate issues, blockers, and other impediments that put delivery timelines and business outcomes at risk.
Qualifications
10+ years in employee benefits insurance, underwriting, product development, operations, or digital transformation.
6+ years leading business transformation or process optimization initiatives; program/project management experience preferred.
Working knowledge of industry-standard delivery and change frameworks, including but not limited to Scaled Agile Framework and ADKAR.
Experience leading teams and coaching for impact.
Proven ability to optimize customer journeys and operational processes for efficiency and growth.
Exceptional program and project management skills, involving cross-functional and multi-disciplinary teams.
Skilled in building business cases and cost-benefit analyses.
Strong organizational, time management, and accountability skills.
Solution-oriented, intellectually curious, and able to challenge the status quo.
Effective communicator with C-suite and all organizational levels.
Skilled in conflict management, change management, and stakeholder negotiation.
Exceptional collaboration and influence skills in complex and matrix organizations.
Bachelor’s degree required; MBA preferred.
Able and willing to travel as required, up to ~10% of the time, possibly ~20% for remotely-based candidates.
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:
$134,800 - $202,200Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
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