Senior Process Optimization Consultant

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, communicat