Senior Director, Business Innovation

Position Description

Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market-driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more.   

At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.” 

The Senior Director Business Innovation leads business efforts to identify, prioritize, and advance innovation opportunities that improve operational efficiency, customer and employee experience, quality, speed, and scalability. This role is accountable for opportunity assessment, process redesign, adoption, change management, and value realization, while partnering with IT&D, data and analytics, compliance, HR and other enabling functions for technical feasibility, delivery, controls, and support.

Responsibilities and Qualifications

• Lead the development and execution of a business innovation roadmap aligned to corporate strategy, administrative efficiency goals, customer experience priorities, and operational performance objectives, with a focus on business outcomes rather than technology ownership.
• Partner with senior leaders and business owners to identify high-value opportunities for process redesign, automation readiness, workflow improvement, self-service, and operational simplification.
• Establish and manage a structured intake, and prioritization process for automation and innovation opportunities, including business case development, benefit estimation, risk assessment, feasibility review, and value tracking.
• In partnership with corporate re-engineering, guide business teams through discovery, current-state assessment, future-state process design, business requirements definition, pilot planning, implementation readiness, change management, and post-implementation measurement.
• Serve as a business-facing leader who translates operational pain points into clear business requirements and practical improvement opportunities, ensuring initiatives are grounded in measurable outcomes, return on investment, and sustainable adoption.
• Collaborate with IT&D, data and analytics, security, privacy, legal, compliance, HR and enterprise risk teams to ensure proposed solutions are feasible, appropriately governed, aligned with data protection expectations, and consistent with responsible AI and regulatory requirements.
• Develop and maintain performance dashboards and value realization reporting to track automation adoption, productivity gains, cycle-time improvement, cost savings, quality improvement, customer experience impact, and other key metrics.
• In partnership with corporate re-engineering, identify opportunities to standardize processes, reduce manual effort, eliminate duplication, improve controls, and build scalable business practices across functions.
• Contribute to vendor and tool evaluations as needed by representing business needs, operational fit, user adoption considerations, expected value, and implementation impacts in partnership with procurement, vendor management, legal, IT&D, and business stakeholders.
• Build organizational capability by developing playbooks, toolkits, training, communication materials, and communities of practice that help leaders and employees understand and adopt automation and innovation methods.
• Manage, coach, and develop direct reports or project-based resources by setting clear expectations, providing regular feedback, supporting professional development, and reinforcing a culture of accountability, collaboration, and continuous improvement.
• Monitor external trends and emerging practices in automation, artificial intelligence, process improvement, customer service innovation, and operating model modernization to inform enterprise opportunities.

Skills:

• Strategic and operational leadership with the ability to connect enterprise priorities to actionable initiatives.
• Strong business case, problem-solving, facilitation, and critical-thinking skills.
• Ability to lead cross-functional teams and influence stakeholders without direct authority.
• Excellent communication, presentation, executive storytelling, and leadership skills.
• Ability to manage multiple priorities, balance short-term execution with long-term strategy, and deliver results in a dynamic environment.
• High degree of collaboration, adaptability, judgment, and accountability.

Knowledge:

• Knowledge of business process improvement, automation, workflow design, operating model modernization, and value realization practices.
• Understanding of automation, artificial intelligence, generative AI, workflow tools, analytics, self-service technologies, and digital enablement concepts from a business application, adoption, and value realization perspective.
• Familiarity with governance, privacy, security, compliance, and risk considerations related to automation, data, and AI-enabled solutions.

Experience:

• 7 years' progressive experience in business transformation, operations, process improvement, innovation, strategy, consulting, customer experience, operational excellence, or related business functions.
• 5 years' leadership experience managing teams, programs, cross-functional initiatives, or enterprise-level transformation efforts.
• Demonstrated experience developing business cases, prioritizing initiatives, leading implementation efforts, and measuring financial or operational impact.
• Experience partnering with technology, data and analytics, compliance, risk, and operational teams to define business needs, support implementation readiness, and drive adoption of business-led solutions.
• Experience leading business process redesign, operational improvement, customer experience initiatives, adoption planning, change management, benefits tracking, or enterprise transformation efforts preferred.

Education and Certifications:

• Bachelor’s degree in business administration, operations management, organizational leadership, or related field, or an additional 4 years of relevant professional experience in lieu of degree.

Location: 

• This position is classified hybrid, which requires onsite work on Tuesdays and Wednesdays. 

Physical Demands:

• While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see.
• The employee must be able to work over 40 hours per week as business needs require.
• The employee may occasionally lift and/or move up to 5 pounds.

About Us

We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community.  We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.