American Family Insurance - Corporate Lean Customer Value Consultant in Madison, Wisconsin

At American Family Insurance, we’re driven by our customers and employees. That’s why we provide more than just a job – we provide opportunity. Whether you’re already part of our team in search of a new challenge or new to our company and ready for what’s next, you’re in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.

Quick Stats:

Job ID:

R8335 Lean Customer Value Consultant (Open)


The Lean Customer Value Consultant creates practices, methods, and tools related to the design and implementation of the American Family lean process management discipline. Coaches business partners to enable employees at all levels to help the company achieve its vision through aligning processes and decision making with customer value drivers. Partners with organizational leaders to identify how best to drive lean process maturity and cultural change within and across value streams.


Travel Requirements

  • This position requires travel up to 25% of the time.

Specialized Knowledge and Skills Requirements

  • Demonstrated experience providing customer-driven solutions, support or service

  • Demonstrated experience and expertise in leading process improvement efforts using methodologies such as Lean Management System or Six Sigma.

  • Demonstrated experience in leading large, cross functional, complex projects.

  • Demonstrated experience in successfully mentoring others in process improvement techniques.

  • Extensive knowledge and understanding of business process design, management and measurement.

Additional Job Information:

  • Offer to selected candidate will be made contingent on the results of applicable background checks.

  • Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions.

  • Our policy restricts consideration of applicants needing employment sponsorship (visas) to specialty occupations. Sponsorship will not be considered for this position.

  • Relocation assistance is available.

Job Description:

Primary Accountabilities

Business Process Improvement Program Management (50%)

  • Leads implementation of the Lean Management System in designated areas of the organization; including, business assessment, value stream scoping, project selection, and implementation of standard work, leader standard work, and visual management systems.

  • Collaborates with key business partners to implement accountability methods and people systems that support implementation and sustainability of the Lean Management System.

  • Acts as the primary contact and resource in all phases of the Lean Management program.

  • Acts as liaison between various areas within American Family on a given Lean program, ensuring effective integration and communication across value streams.

  • Leads the development and implementation of complex process experimentation and piloting.

  • Works cross-divisionally to determine goals, customer expectations and improvement strategies.

  • Manages programs of varying complexities, and/or many concurrent projects with complex resource interdependencies.

  • Promotes orderly decision making in regards to projects among a diverse group of people with differing attitudes and objectives.

  • Leverages available project management software tools and divisional resources to help plan and manage projects or programs to successful completion. Assists and holds team members accountable for their sections of the overall work plan.

  • Creates and manages integrated program and project implementation plans. Consults with project team during plan development to ensure that issues are identified and addressed. Works with other divisions to identify dependencies and interactions between and within value streams.

  • Identifies, catalogs, and communicates milestones, critical paths, risk areas, and contingency plans.

Expert Resource and Mentor (30%)

  • Provides project selection, initiation, and documentation support to process improvement project leads companywide.

  • Provides ongoing support and mentoring throughout all project phases on business process management and improvement concepts, methods and tools.

  • Assists process improvement project leads companywide with change management strategy development and execution.

  • In conjunction with Education, identifies appropriate content and certification regarding business process improvement training.

  • Serves as mentor and subject matter expert for other employees seeking certifications in business process management related disciplines.

  • Mentors and assists employees inside department with business process management concepts and methodologies as is needed.

Business Process Improvement Methodology and Governance (10%)

  • Leverages industry trends and methodologies to advance American Family practices in the area of Lean Management Systems.

  • Collaborates with other divisional practitioners to maintain consistency and leverage experiences for continuous improvement of methods and tools.

  • Establishes and leads the governance program and the variance approval process to ensure adherence to Lean Management System standards.

  • Establishes and executes a process to prioritize business process improvement projects based on impact and alignment with strategic goals.

  • Identifies, documents and oversees development of strategic business processes companywide.

Change Management (5%)

  • Creates awareness of, and urgency around the need for change; acts as an agent of change for the organization.

  • Communicates proposed changes in a way that drives acceptance and ownership by stakeholders and removes barriers to successful and sustainable implementation.

  • Establishes controls that increase probability of creating lasting change.

Data Collection and Analysis (5%)

  • Performs statistical studies and root case analysis where appropriate to explain findings and recommend improvements.

  • Supports ongoing analysis of measurements to improve the effectiveness of key strategic processes.

  • Conducts special data collection including trend analysis and monitoring of data to determine root cause and ensure process consistency.

  • Develops and tests multiple hypotheses; repeatedly uses results from analyses to generate and answer new questions that lead to deeper understanding of the business issue(s) being studied.

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At American Family Insurance, we know how hard our customers and employees work to achieve their dreams. That’s why, for nearly 90 years, we’ve made it our mission to protect those dreams. It’s all part of who we are and who we’ll always be – innovative, caring, agile, trustworthy, transparent and passionate. We’re a strong, forward-looking company and a proven leader in our industry. And if you’re looking to make a difference, we’re looking for you.