Staff Process Simplification Manager, Enterprise Experience

Job Duties

• Lead discovery and simplification efforts for complex, ambiguous, and multi domain problem spaces that span multiple journeys or functions.
• Diagnose systemic process and experience breakdowns across teams, products, and platforms, distinguishing root causes from localized symptoms.
• Translate loosely defined, enterprise scale pain points into clear, structured, and prioritized problem statements that enable effective decision making.
• Design scalable, end to end simplification solutions with explicitly defined business, operational, and experience outcomes.
• Influence cross functional leaders and stakeholders without authority, using data, insight, and well reasoned recommendations to drive alignment and action.
• Define success metrics, benefit realization approaches, and adoption considerations to ensure improvements deliver durable impact.
• Anticipate regulatory, risk, and control implications of proposed changes and proactively partner with appropriate teams to ensure sound execution.
• Provide informal mentorship and guidance to analysts and managers by modeling structured problem solving and simplification practices, without people management responsibility.
• Apply advanced human centered design and systems thinking practices to identify root causes of experience friction and structural drivers of breakdowns across end to end journeys.
• Synthesize Voice of the Member (VoM) and Voice of the Employee (VoE) insights with operational and quality data to inform enterprise scale prioritization and solution design.
• Identify and interpret signals that indicate emerging and systemic breakdowns (e.g., repeat contacts, workarounds, escalations, execution variability) before they become entrenched.
• Ensure simplified solutions materially improve ease, clarity, and consistency for frontline employees and members, with attention to durability and scalability.
• Evaluate simplification opportunities to ensure proactive resolution and outcomes that reinforce trust and meaningful experience improvements, not short term fixes.
• Partner with Experience Analytics to connect operational and process changes to experience, performance, and outcome measures, validating impact and informing iteration.
• Advocate for experience improvements that also deliver strategic efficiency, explicitly avoiding cosmetic, localized, or non scalable solutions.
• Champion and apply enterprise experience design principles by modeling best practices and influencing decisions through exemplars and insight rather than formal authority.

Essential Skills

• Bachelor’s degree or equivalent experience.
• 6–8 years of experience in process simplification, operational excellence, or related disciplines.
• Demonstrated success leading complex, cross-functional initiatives.
• Financial services or regulated industry experience is required.
• Advanced Lean, Six Sigma, or equivalent certification is required.
• Strong operational and analytical acumen, with the ability to assess complex, enterprise scale workflows and connect simplification improvements to meaningful business and experience outcomes.
• Proven ability to simplify cross functional processes while maintaining appropriate controls, regulatory compliance, and risk discipline within regulated environments.
• High degree of comfort navigating organizational complexity and ambiguity, working effectively across multiple business lines, platforms, and stakeholder groups.
• Excellent written and verbal communication skills, with the ability to synthesize insights into clear, persuasive narratives that influence leaders and peers.
• Demonstrated ability to balance experience centered design thinking with practical, scalable execution to deliver durable operational improvements.