Sr. Analyst, Service

Job description

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health. For over 90 years , we have been New Jersey’s health solutions leader driving innovations that improve health care quality, affordability, and member experience. Our members are our neighbors, our friends, and our families. It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds. About the Role The Sr. Analyst, Service is responsible for leading end-to-end process analysis, redesign, and implementation efforts to improve operational performance, enhance customer experiences, and support enterprise transformation initiatives. This role partners closely with Operations, Enterprise Business & Technology Solutions (EBTS), and business stakeholders to simplify, standardize, automate, and optimize service delivery processes while maintaining regulatory compliance and service quality standards. The Analyst serves as a key leader in operational transformation initiatives by identifying improvement opportunities, designing future-state processes, supporting implementation activities, and ensuring operational readiness for successful adoption of new technologies, workflows, and business capabilities. What You'll Do Process Analysis & Transformation Conduct end-to-end process reviews across front-office, middle-office, and back-office operations to identify inefficiencies, bottlenecks, and improvement opportunities. Perform root cause analyses to determine underlying operational issues and identify sustainable solutions. Design future-state business processes aligned with enterprise service strategies, customer experience goals, and operational objectives. Develop process maps, workflows, business requirements, and supporting documentation to drive transformation initiatives. Evaluate and recommend opportunities to simplify, standardize, and optimize operational processes. Business & Technology Partnership Partner with EBTS, Operations, and business stakeholders to translate business needs into effective process and technology solutions. Support requirements gathering, solution design, and implementation planning. Ensure business processes and system capabilities are aligned to operational objectives and customer expectations. Collaborate with cross-functional teams to deliver enterprise transformation initiatives successfully. Operational Readiness & Implementation Lead and support operational readiness activities for new systems, processes, and business initiatives. Coordinate business implementation activities, including cutover planning, staffing readiness, workflow transitions, and go-live preparation. Support User Acceptance Testing (UAT), pilot programs, and post-implementation validation activities. Assess organizational readiness and identify risks that may impact successful implementation. Facilitate go-live assessments and readiness reviews to ensure operational preparedness. Automation & Continuous Improvement Identify opportunities for automation, digitization, and workflow optimization. Evaluate emerging technologies and operational solutions that improve efficiency and service delivery. Support process improvement initiatives focused on reducing manual effort, increasing productivity, and enhancing quality. Drive a culture of continuous improvement across operational teams. Stabilization & Adoption Support Provide support to frontline operational teams during implementation and early adoption periods. Monitor post-implementation performance and identify stabilization issues requiring corrective action. Partner with business leaders to ensure successful adoption of new processes and technologies. Track implementation outcomes and make recommendations for further optimization. Governance & Performance Management Monitor operational performance and implementation metrics to measure effectiveness of process changes. Identify and manage operational risks associated with process and technology changes. Capture lessons learned, best practices, and implementation insights for future initiatives. Maintain documentation, process standards, and governance requirements related to transformation activities. What You Bring Education & Experience Required: High School Diploma or GED. Minimum of 7 years of experience in operations analysis, process improvement, business transformation, operational excellence, or related fields. Preferred: Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, Industrial Engineering, or a related field. Healthcare payer, health insurance, or managed care operations experience. Experience supporting large-scale operational and technology transformation initiatives. Skills & Competencies Process Improvement & Transformation Strong expertise in business process analysis, redesign, and optimization. Experience applying continuous improvement methodologies and operational excellence principles. Ability to create future-state process designs and implementation roadmaps. Analytical Thinking Strong analytical and problem-solving skills. Ability to conduct root cause analyses and develop data-driven recommendations. Experience utilizing operational data and metrics to support business decisions. Systems Thinking Ability to understand complex business processes and their interdependencies across multiple functions. Strong understanding of how people, processes, technology, and data interact within an operational environment. Communication & Collaboration Excellent verbal, written, and presentation skills. Ability to facilitate discussions and effectively communicate with stakeholders at all organizational levels. Strong partnership and relationship-building skills. Operational Readiness & Change Support Experience supporting operational readiness, implementation planning, and organizational adoption activities. Ability to coordinate multiple stakeholders, priorities, and timelines during transformation initiatives. Project Management Strong organizational and time-management skills. Ability to manage multiple projects and competing priorities simultaneously. Experience in implementation planning, cutover activities, and post-production stabilization. Why Horizon? At Horizon, you’ll do meaningful work that directly improves lives—while being supported by a mission‑driven organization that values expertise, collaboration, and growth. We believe that when our people thrive, our communities do too. If you are passionate about making an impact, we’d love to hear from you! Salary Range: $97,800 - $133,455 ​This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes: Comprehensive health benefits (Medical/Dental/Vision) Retirement Plans Generous PTO Incentive Plans Wellness Programs Paid Volunteer Time Off Tuition Reimbursement Disclaimer: Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware. This job summary has been designed to indicate the general nature and level of work performed by colleagues within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of colleagues assigned to this job. Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.