Description
The Director of Journey Process Engineering & Design will oversee the end-to-end management of user experience design and business process optimization. Leading a team of experience designers and process engineers, the director will also be responsible for developing and executing the Journey Process Engineering & Design roadmap. Additionally, this leadership role will require cross-functional collaboration to exceed performance targets and customer expectations.
This role involves a diverse range of tasks and responsibilities, providing an opportunity to be deeply involved and have a significant impact on decisions of the organization. The iA Private Wealth (iaPW) allows for greater influence and input, making this position ideal for individuals seeking a dynamic and engaging work environment where their contributions are valued and can make a tangible difference.
Key Accountabilities include:
Team management
- Lead and coach direct reports through proactive career development and continuous feedback loop;
- Provide leadership, motivation, guidance and coaching to Advisor & Client Journey teams;
- Actively promote iAPW brand to attract talent and external partners.
Journey & Experience Design
- Deliver innovative end-to-end user experiences that meet business objectives and customer needs;
- Own the overall UX vision including strategy, wireframes and prototypes of all products developed by iAPW;
- Lead a team of internal product designers to success, including mentoring, coaching and all development needs;
- Design all UX processes allowing the team to function at maximum efficiency and effectiveness.
Process Engineering
- Partner with vendors and internal technology providers to deliver cost-effective, efficient automation strategies and solutions;
- Identify and remove barriers that slow or prevent process and productivity improvement and administrative efficiency that leads to cost reduction and competitive advantage;
- Advocate for process engineering efforts across iAPW to meet annual productivity targets while fostering a process engineering culture change;
- Work closely with internal stakeholders to gain understanding of complex operating processes and business needs;
- Work across the organization to identify processes and implement automation tools that deliver value to our employees, advisors and clients, reducing wasted time and improving efficiencies.
Delivery and execution
- Partner with Product Owners and technology teams to deliver target Advisor and Client journey experiences ;
- Define and prioritize the EPICs and Features to align with the Advisor and Client journey to drive business results and outcomes;
- Lead development and ongoing refresh of Advisor & Client journey multi-year roadmap and determine business and technology capabilities required to activate the target state journeys;
- Support teams in problem solving complex issues, proactively address key risks and serve as escalation point for key issues;
- Partner closely with Product teams to ensure delivery of cross-cutting capabilities to enable Advisor& Client journeys;
- Play a key ambassador for Digital-first, Agile practices, owning and optimizing journey optimization practice;
- Ensure delivery addresses applicable legal, compliance regulatory and internal policy requirements.
Stakeholder Management & Communication
- Engage senior stakeholders, provide transparency on roadmap and execution progress;
- Communicate and influence effectively at executive level, escalate key issues and keep stakeholders informed;
- Proactively collaborate with internal and external partners, build and maintain relationships.
Strategy, Operating Model Design & Business Cases
- Translate the iAPW business strategy and establish the Journey Process Engineering & Design vision and supporting strategy that will deliver target business outcomes and world-class digital experiences;
- Creating roadmaps, defining OKRs, and prioritizing active projects; Managing metrics, revenues, and costs using a test and learn approach to optimize performance and return on investment for platforms and feature enhancements.
Change Management & Adoption
- Defining adoption metrics and developing an implementation strategy, supporting the delivery of training, and tracking adoption metrics while ensuring effective communication and feedback addressing.
Skills & Qualifications
Domain expertise
- Have 10+ years’ experience in Experience Design and Process Engineering;
- Demonstrated experience with process automation;
- Comprehensive knowledge and experience implementing and applying process management (e.g. Lean Six Sigma);
- Experience developing UX strategies across multiple product portfolios;
- An understanding of design, usability, and research best practises;
- Strong knowledge of sales, distribution and wealth;
- Proven track record of implementation experience in journey development, distribution technology or financial services technology systems and platforms;
- Demonstrate knowledge of technology platforms or ability to learn about technology and digital products, experience working on technical products is a plus;
- Must have a functional level of French.
Strategic thinking and analytical skills
- Proven ability to develop creative, human-centered solutions which balance end-user experience, complexity, and speed to market;
- Ability to solve problems effectively by balancing various lenses business, operations, design and technology;
- Ability to engage, influence and build strong relationships with external partners with commercial relationships;
- Self-motivated and results-oriented individual with strong leadership, decision making, analytical and problem-solving skills;
- Creative strategic thinker who is comfortable with change, ambiguity and challenges the status quo.
Agile experience
- Experienced in participating in agile ceremonies, managing EPIC/Features plan, tracking team level metrics, removing blockers.
Mindset and behaviors
- Possess growth mindset and passion to challenge the status quo, find new solutions and drive out-of-the-box ideas;
- Believe in a non-hierarchical culture of collaboration, transparency, safety, and trust;
- Seeks to go outside comfort zone to learn, pushing teams to do the same;
- Empower self and others to fail, learn, and grow;
- Encourage an experimental mindset to drive innovation;
- Highly collaborative and ability to work in a dynamic and fast-growing environment.
