Manager/Senior Manager - Business Excellence

Title: Manager / Senior Manager, Lean Design - Business Excellence

Reports to: Director, Business Excellence

Role summary:

The Consultant on the Lean Design team works in collaboration with the business to identify opportunities and design processes to evolve the maturity of the business-operating model, maximize the return on digital/automation investments and improve the performance of the entire system.

Accountabilities:

- Using Design Thinking skills, you lead research sessions with our clients to understand their experiences, unmet needs, desires and their "moments of truth"

- Using systems thinking skills, you overlay these opportunities on our current operating model and use LEAN and hypothesis-based Six Sigma problem-solving techniques to uncover the root cause of inefficiencies and issues

- Assist in developing a digital transformation target operating model which includes recommendations on automation, workflows, web applications, data science and employee training opportunities to improve the client experience

- You conduct a series of design sessions or test proposed solutions though experiments so that only the best ideas reach development and deployment teams

- You partner with product owners, business and technology leaders to develop a series of minimal viable products (MVPs) to accelerate the pace of client improvements based on sound understanding of AGILE and change management principals

- You continue to keep the previously defined target operating model and continue to influence partners through change roadmaps and improvement backlogs to delivers the objectives of an ultimate client experience

- Help operations team with Capacity Insights for planning of FTEs and enable them derive capacity gains achieved through target re-baselining

- Create a roadmap of Transformation and CI initiatives in co-ordination with Business Heads and alignment with Canadian Lean Design Director/s

Skills and Knowledge:

- Ability to use human centered design principles to map the ideal client journey, including leading empathy and co-creation workshops

- Ability to create a business architecture to facilitate alignment of strategic objectives and tactical demands

- Ability to assess data model and data flows and facilitate automation and process design workshops

- Strong consulting, relationship management and facilitation skills including the ability to listen and question to understand the business problem, analyse, provide insight and advice

- Excellent written and verbal communication skills including persuasive, data-rich presentation skills

Education and Experience:

- University degree

- At least 6+ years of relevant experience with increasing accountability

- Hands-on knowledge of and certification in various improvement frameworks (LEAN, Six Sigma, AGILE, Human Centered Design, Design Thinking, Customer Journey mapping)

- Experience using Business Architecture to articulate automation solutions using platforms such as PEGA, Blue Prism and TABLEAU

- Experience managing complex process improvement projects, including undertaking operational assessments and target operating model design using Lean Six Sigma

- Expert level knowledge of tools to collect, aggregate, segment and analyze data e.g. MS Excel

- Knowledge of MS PowerPoint, MS Project, and MS Visio