Process Design Manager

Location: Los Angeles County
Posted: about 4 years ago
Contract Type: Permanent
Industry: Disciplines, Sectors, Operations and Technology Management, People, Process and Technology Change Management, Strategic Management, Leadership and Growth , Financial Services
Contact Name: Sheila Walsh
Contact Email:

Job Description


Currently seeking a Process Improvement Manager to be responsible for leading implementation of medium and large scale Operational Excellence (OE) initiatives across the Bank and developing the Customer Experience (CX) maturity of the organization.



• Support the development of the integrated CX and OE strategy and initiatives roadmap which will balance customer experience with business efficiency

• Participate in the continual development, tracking, and reporting of CX goals and strategy progress

• Lead successful implementation of the CX and OE initiatives road maps through benefit realization

• Work closely with senior leaders and business units to assess weaknesses in the current state process and its impact on CX

• Perform outside-in process analysis using Business Process Management (BPM) methodology

• Deploy CX best practices for listening, interpreting, and acting on customer feedback using structured and unstructured data to deliver actionable customer and competitor insights

• Provide routine project status updates, review, and other required communications to division leadership team, project sponsors, and stakeholders

• Periodically some travel may be required



• Minimum 8-10 years of progressive experience in Banking/Financial Services with 3-5 years of work experience in the CX field

• Experience in structured and unstructured data analytics, including text analytics

• Extensive experience in quantitative and qualitative voice of the customer (VoC) gathering methods

• Proficiency with data analytic applications and tools (e.g., JMP, Tableau and/or R)

• Proficient in customer journey mapping

• Expert in implementing Lean Enterprise and Six Sigma improvement practices

• Proficiency in using BPM methodology for business process analysis and documentation in iGrafx with BPMN 2.0 standard

• Proficiency with key PC software (Word, Excel, PowerPoint, Visio, Access, Project

• Strong project management, change management experience and influencing skills

• Strong facilitation experience and presentation skills to achieve alignment and clear decision making

• Comfortable with rapid pace, ambiguity, and multi-tasking environment

• Demonstrated results leading and working with diverse, distributed cross-functional teams

• Proven ability to communicate directly with customers and represent customers to employees and leaders

• Bachelor’s degree in Engineering or Business preferred


Additional Desired Skills and Qualifications:

• Certified CX Professional (CCXP)

• Advanced degree in Business or Engineering

• Six Sigma or Lean enterprise certification



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