Hilary Bauman is a Lean Customer Value Consultant for American Family Insurance Company. In this role she works with 24 sales states in the Sales Leadership business area, supporting them on their Lean journey. Support includes training, strategic planning, coaching and assessment. Hilary was previously a Continuous Improvement Specialist for the Wisconsin Lean Government Program (LGP). She has more than 12 years of training, project leadership and process improvement experience, including almost five years of service to the State of Wisconsin. Prior to her position with LGP she worked at the Department of Health Services, where she led a team in designing a Lean framework, coached project leaders and sponsored monthly trainings on quality improvement tools for the Division of Public Health. She was also involved in strategic planning and development of a performance management system for her division. Hilary received her yellow belt through Waukesha County Technical College and led two department-wide projects to improve processes at the Department of Natural Resources. She completed her green belt through the University of Wisconsin, where she also earned her bachelor’s degree in Legal Studies.
Hilary leads many of the lean value efforts that have helped American Family Insurance deliver high impact, low effort customer touch point. She supports the lean journey across the organization, including training and development for lean practices across the customer function and more specifically the contact center.