FBS Workflow Optimization Consultant

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

The Workflow Optimization Consultant is responsible for driving operational efficiency across the Digital Workplace organization and supporting process optimization needs across the broader enterprise. This role’s primary focus is to partner with Digital Workplace leaders to analyze, redesign, and modernize workflows—embedding an AI first mindset and identifying where AI and automation can meaningfully improve performance. As a secondary focus, this role also partners with any business unit seeking to optimize processes using Modern Work tools such as Microsoft Copilot, Copilot Studio, and the Power Platform. This is a consultative role—not a developer role. The analyst does not build AI copilots or automations. Instead, they identify opportunities, redesign workflows for AI enablement, and support the adoption of intelligent, simplified operational processes. The ideal candidate is a strategic thinker with deep process expertise, strong analytical skills, and the ability to use AI tools within their own work to accelerate analysis, documentation, and insights.

Responsibilities

• Use AI tools—including Microsoft Copilot—to accelerate the analysis, documentation, and visualization of current-state processes.
• Design simplified future-state workflows that integrate AI-assisted steps, digital enablement, and automation potential.  Secondary Focus: Partner with Business Units Across the Enterprise
• Serve as a consultative resource to departments seeking to streamline their operations.
• Help business units identify opportunities to improve workflows using: o Microsoft 365 Copilot o Copilot Studio o Power Automate o Power Apps o Power BI
• Translate business needs into conceptual solution outlines and value cases for teams who will implement them.

Process Analysis & Documentation

• Document roles, handoffs, data flows, tooling dependencies, and pain points across Digital Workplace operations.
• Analyze ticket data, performance trends, and workflow metrics to identify high-value opportunities for optimization and automation.
• Maintain clear, accurate, and AI enhanced process documentation.
• Use Lean, Six Sigma, and continuous improvement frameworks—augmented by AI insights—to redesign workflows.
• Ensure changes adhere to ITIL best practices and operational readiness. Cross Functional Partnership & Change Enablement.).
• Define KPIs and success criteria for each improvement.
• Gather stakeholder feedback and refine recommendations based on performance data and maintain a backlog of continuous improvement and AI opportunity ideas.

Requirements

• Experience working in a Digital Workplace, End-User Computing, IT service, or enterprise operations environment.
• Experience supporting or enabling AI and automation initiatives. (is a plus)
• Expertise in process mapping, workflow analysis, and journey mapping.
• Experience with Lean, Six Sigma, and other platforms, for continuous improvement methodologies.
• Functional understanding of: o Microsoft 365 Copilot o Copilot Studio o Power Automate, Power Apps, Power BI o Microsoft 365 productivity tools o ServiceNow or Jira Service Management
• Ability to analyze operational performance using Excel or Power BI. Communication & Leadership
• Excellent facilitator and communicator.
• Strong influencing and consultative skills.

Benefits

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Home Office model
4. Career development and training opportunities
5. Flexible work arrangements (remote and/or office-based)
6. Dynamic and inclusive work culture within a globally known group
7. Private Health Insurance
8. Pension Plan
9. Paid Time Off
10. Training & Development
11. *Note: Benefits differ based on employee level

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.