Director, Journey Process Engineering & Design

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.