What You’ll Do

• Lead end-to-end journey mapping and service blueprinting for priority servicing experiences across clients, advisors, and service teams.
• Diagnose root causes of inefficiencies, rework drivers, and service gaps using data, frontline insights, and process analysis.
• Design and drive implementation of scalable future-state improvements that improve service quality, reduce cycle times, and enhance advisor, client, and representative experience.
• Conduct comprehensive change impact assessments across people, process, technology, and controls.
• Facilitate cross-functional working sessions to align priorities and execution plans.
• Own and execute structured change management strategies for all assigned initiatives, from intake through post-implementation sustainment.
• Develop and execute detailed change plans including stakeholder engagement, communications, training, and adoption strategies.
• Influence and drive alignment with leadership to reinforce change, drive accountability, and embed new ways of working into day to day operations.
• Use data and insights to inform decisions, prioritize initiatives, and continuously refine solutions.
• Establish governance frameworks and feedback loops to monitor change effectiveness and course correct as needed.
• Drive accountability across teams to meet timelines and deliver outcomes. 
• Are you interested in this position?

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