Director, Journey Process Engineering & Design
- Employer: iA Private Wealth Inc.
- Office: 26 Wellington Street East
- Location: Toronto, Ontario
- Other Possible Location(s): Montreal, Quebec
- Job category: Customer Service and Administrative Support
- Job ID: JR10021363
- Job type: Permanent Job
- Apply before: 2024-11-19
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.
Invest in your talent by joining our team
See why so many people choose iA!
Company Overview
iA Financial Group is the strength of a company with a human side, with its over 10,000 employees. Together, we have earned the trust of our more than five million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.
With over $235 billion in assets, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 130 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.
At iA, we’re invested in you.
Our commitment to Diversity and Inclusion
At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.
Please note that if you need help or assistance to make the recruitment process more accessible for you, write to us. Someone from our team will be happy to assist you.