DescriptionOVERVIEW
iTech AG is seeking an experienced Engagement Lead / Lead Business Process Consultant (BPC) to lead delivery for the Plan Discovery initiative, a critical phase of SBP's multi-year transformation to onboard Health Plans onto a centralized customer service platform.
This individual will serve as the primary client-facing lead, accountable for driving discovery, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream implementation.
ROLES AND RESPONSIBILITIES
- Serve as the primary point of accountability for SOW delivery
- Establish and manage engagement governance, cadence, and reporting
- Build strong relationships with SBP leadership and Local Plan stakeholders
- Lead executive communications, including steering committees and status reporting
- Lead end-to-end Plan Discovery activities across multiple BCBS Local Plans
- Facilitate workshops to capture:
- Current-state processes (customer service, inquiry handling)
- Variations across plans (operational, data, compliance)
- Pain points and opportunities
- Define future-state process frameworks aligned to Inquiry360 capabilities
- Develop standardization and harmonization recommendations
- Coordinate across diverse stakeholders including:
- Local Plan business and IT teams
- Compliance and regulatory stakeholders
- Drive alignment on common vs. plan-specific requirements
- Identify risks, dependencies, and organizational impacts
- Own quality and completion of all discovery outputs, including:
- Process maps (current/future state)
- Requirements documentation
- Gap analysis and recommendations
- Executive summaries and decision materials
- Ensure deliverables are clear, actionable, and implementation-ready
- Provide direction and oversight to BA/BPC resources
- Delegate and manage workstreams while ensuring consistency and quality
- Review and refine deliverables produced by supporting team members
- Align discovery outputs with the broader 5-year transformation roadmap
- Partner with technology and architecture teams to ensure feasibility
- Support transition into design and implementation phases
MINIMUM QUALIFICATIONS
- 7+ years of experience in consulting, business analysis, or process transformation
- Proven experience leading workstreams or engagements in complex environments
- Strong background in business process discovery and transformation
- Experience working with multiple stakeholders across business and IT
- Demonstrated ability to facilitate workshops and drive stakeholder alignment
- Excellent communication skills, including executive-level presentation ability
EDUCATION AND CERTIFICATIONS
PREFERRED QUALIFICATIONS
- Experience supporting greenfield implementations
- Familiarity with customer service or CRM platform transformations
- Experience in multi-entity or federated operating models
