• Other Possible Location(s): Toronto, Ontario; Toronto, Ontario
• Job category: Customer Service and Administrative Support

The Journey Process Engineer is responsible for driving the enhancement of business processes to increase efficiency, productivity, quality and the overall Journey experience. The Journey Process Engineer will work closely with Journey Owners and various stakeholders to assess existing processes, identify areas for improvement, and implement changes to drive operational excellence and optimal user experience for iA Private Wealth that will enable the firm to deliver an unmatched, seamless digital experience and find new ways to serve clients, integrate digital touchpoints and channels to improve operational efficiencies.

Key Accountabilities include:

Process Analysis and Assessment

• Work with the Journey Owners to identify existing processes that need improvement through analysis, data collection, and feedback from stakeholders
• Evaluate the efficiency, effectiveness, and compliance of current processes. Collaborate with cross-functional teams to gather insights into pain points and bottlenecks
• Develop a comprehensive process improvement roadmap and prioritize process improvement initiatives based on their potential impact and feasibility

Journey Research & Design

• Defining target advisor, client and operational journey and experiences and ensuring they are evergreen on an ongoing basis
• Ensure delivery addresses applicable legal, compliance regulatory and internal policy requirements
• Responsible for multipronged research practice, combining qualitative research data and journey metrics, identifying opportunities for design and orchestration and monitoring and measuring performance. Examples include research, creation of a journey map, establishing journey-analytics capabilities, conducting customer-listening or voice-of-customer research and analysis and reporting of data and insight

Agile Delivery & Execution

• Assist the Journey owners in the creation of Prioritized Program Epic Backlog
• Help define product requirements and understand user workflows to assist design and product teams in iterating through product discovery.
• Participates in PI Planning, Iteration Reviews and System Demo
• Proactively manage key risks and dependencies, resolve or escalate issues to ensure successful implementation

Skills & Qualifications

• 5+ years of relevant experience in service design, CX strategy, digital strategy and delivery experience utilizing process improvement methodologies
• Good understanding of the Wealth Management industry trends and regulatory environment
• Proven experience in business process analysis, improvement, or reengineering.
• Proficiency in process modeling and analysis tools/software.
• Strong analytical, problem solving and critical thinking skills.
• Demonstrates conceptual and innovative thinking when formulating solutions
• Excellent communication and interpersonal skills.
• Professional certifications in Lean Six Sigma, Certified Process Professional (CPP) Certified Business Process Professional (CBPP) is an asset
• Experience with working in both a technical and business context is an asset; able to translate business concepts into easy-to-understand technical language
• Bachelor's degree in a relevant field, such as Business Administration, Operations Management, Engineering, or a related discipline.

#li-hybrid #li-remote #li-onsite #li-as1

Our employees are our best investment and we have much to offer them.

Company Overview About

iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, 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 125 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, please contact us here . Someone from our team will be happy to assist you.

#J-18808-Ljbffr