United States

Business Transformation

Branding and Identity Design

Service Design

Program Management

Project Management

B.A.

Aylin Roeben

Business Transformation Consultant

Problem-solving

Presentation skills

Project management

Negotiation

Notion

I help teams amplify their impact and speed of delivery with business transformation 

Support digital transformation initiatives focused on redesigning our multi-channel service model. 

Partner with leaders in business, operations, and technology verticals to drive clarity in ownership and decision making across business capabilities and processes. 

Design and implement governance processes and operating models to ensure future changes are integrated appropriately and benefit realization continues.

I had my first "real job" in 2009. The market had crashed, I was sitting on 80K in student loan debt, and I had a "useless" liberal arts degree. 

I was ambitious, a hard worker, and loved helping people. I thought the only way to make a difference was to be a public servant.  

So I started working as a customer service agent at a small government agency. I was making $55k a year with benefits and thought that was the best I could do.

I didn't have a career strategy or the confidence to believe I could ever earn six figures. I felt like I should just be happy to have a job. I only applied for jobs I felt 100% qualified for and never negotiated a salary.

Had I taken more control of my career earlier on, I'd have surpassed my male counterparts years ago.

This is why I'm passionate about helping women amplify their impact and elevate their careers.

Women Who Win Hub launching soon.

Pivoted to support the CA Chief Operating Officer and C-Suite executive team in strategy design, tactical development, and execution of multimillion-dollar initiatives that created value for customers while capturing cost savings for the Fortune 24 global company ($31B in revenue in 2021, $137B+ in 2022). 

Led the customer journey mapping, change management and strategy facilitation for the initial CalAIM implementation, and helped the team set a foundation for the five-year implementation. Supported the systematic identification of pain points and helped set up a continuous process improvement framework for key operational functions to meet regulatory requirements/customer expectations.

Oversaw the operational integration of Magellan Behavioral Health post-acquisition, ensuring continuity of service for 3M+ members and 17k+ partners across 25+ products.

Developed a decision-making model to streamline line of business integration efforts, securing SVP and Officer-level agreements in a politically sensitive environment.

Co-President of the LGBTQ Employee Inclusion Group, leading a team of 15 volunteers to deliver engaging programming to the workforce that advances the mission of supporting an inclusive work environment.

Increased membership 14.5% in one year and hosted 7 events during PRIDE month, including a 700+ participant signature event with the Human Rights Campaign (probono). 

Partnered with the corporate Diversity, Equity and Inclusion office to develop a Transitioning in the Workplace Manual and allyship training to serve 65K+ employees.

Developed 2021 strategy to increase intersectional allyship in the workplace and operationalized the strategy through program development guided by three principles: intracommunity allyship, external allyship and inter-community allyship.

Drove a portfolio of Customer Experience and Continuous Improvement initiatives designed to reimagine our end-to-end customer experiences, as well as front office / back office and contact center operations to improve service offerings, resolution, NPS, and CSAT scores.

Partnered with Service Design to co-facilitate customer journey mapping and cross-functional design thinking workshops to capture moments that matter and Define, Ideate, Prototype, and Test new service experiences; such as new member onboarding and welcome experience, binder payments, and marketing.  

Designed and implemented behavior based quality audit system for call center agents in partnership with operations leaders, supporting a 5% improvement in First Call Resolution. 

Implemented CX and Strategy dashboards to enable KPI monitoring, including the development of new CX focused metrics for Claim Operations (First Pass Rate) and Net Promoter Score metric. Established and facilitated monthly governance meetings across shared services and local health plan leadership to build strategic partnerships, prioritize initiatives and align strategies to improve these metrics.

Developed a roadmap of strategic initiatives prioritized against ease of implementation and anticipated results (cost savings and customer satisfaction). Captured 1.5 million in cost avoidance through operational process improvement efforts in Q1 2019 and 4.5 million opportunity savings in 2020.

Recruited by the Department to revitalize and lead a team of 7 (4 union employees and 3 contractors) accountable for the implementation of statewide regulatory projects.

Empowered team to slow down to speed up, by resetting expectations with leaders and stakeholders while building from scratch a PMO COE that included defined processes, training, toolkits, and mentorship.

Established weekly 1:1 check-ins and implemented individual growth plans (with access to resources) to enhance individual skills, increase employee engagement and support career advancement.

Broke down silos across operations, business units, and technology by leveraging BPMN 2.0 and business architecture expertise to establish an enterprise wide end-to-end capability model and L1-L3 process flows in MEGA HOPEX grounded in contextual interviews with subject matter experts; captured requirements, business process models (current & future state), risk models, upstream and downstream impacts, etc.

Reduced multimillion dollar defects from 20%-0% by designing and facilitating virtual kaizen events across IT and configuration to determine root cause, reimagine new processes, and rebuild trust across teams. 

Led workstream of an initiative to launch a pilot for variable resource staffing models, by designing time studies and assembling a team of SMEs across operational teams to gain insights for capability modeling.

Analyzed operational methods, defined business requirements and developed use cases to assist with the design and implementation of IT systems and automation that meet business needs, including Blue Prism.

Supported the Strategic Initiatives Team in overseeing the implementation of cross-functional six-sigma projects to improve core business processes.

Reduced policy creation and board approval process from 425 days to less than 90 using DMAIC. 

In partnership with private consultants and the CA Governor's Office, built the agency wide Six Sigma Green Belt program, including project governance structure, training coordination, mentoring project champions/leads, and providing insights.

Aylin Roeben🇺🇸

About Aylin Roeben

Expertise