Process Redesign Consultant

2 days ago Be among the first 25 applicants At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact; for our clients, our communities, and each other. Opportunity Process Redesign Consultant will independently lead initiatives to improve client experience and operational efficiency within our Client Care Centres. You will analyze root causes, validate data, and redesign processes to differentiate the client service experience. Position Title Process Redesign Consultant Reports To Director, Client Care Centre Shared Services Term Temporary Full-Time (Contract ending December 2026) Work Arrangements This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement. Responsibilities Take a lead role on process redesign initiatives within the second phase of our Client Care Centre Modernization Program Own all aspects of process redesign initiatives – from opportunity identification to creation of new processes and implementation Apply process analysis, improvement, and reengineering methodologies and principles to implement efficient, differentiated client service experience Develop change management plans, implementation plans, ownership of execution, and achieve results Provide expert level guidance and direction to business analysts, key stakeholders, and subject matter experts Qualifications Proven track record in leading process redesign initiatives and applying formal process improvement methodologies to deliver measurable results Comprehensive experience executing the stages of the business analysis process, including requirements gathering, data mapping, and workflow design Demonstrated ability to apply process analysis, improvement, and reengineering methodologies and principles to identify and implement initiatives to improve operational processes through simplification and automation Analytical and innovative mindset that can break complex business challenges down into core components and develop and present viable improvement options Ability to explain and visually present complex processes in simple, concise manner Experience with facilitating and conducting employee focus groups to gain a better understanding of business problems and identify solutions to those problems Proven ability to manage stakeholder relationships, from executives to individual contributors Excellent influencing and interpersonal skills with ability to negotiate with representatives from other areas Fundamental knowledge of the project management life cycle and change management principles for planning requirements, design, communication, implementation, and evaluation High level of accuracy and attention to detail Strong organization and time management skills Proficient in use of Visio or similar process mapping software application Post-secondary degree in business, technology or engineering, or equivalent combination of education and work experience Lean Six Sigma Black Belt certification or equivalent work experience would be an asset Understanding of contact center operations or experience working with contact center environments would be considered an asset. Benefits A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day. A healthy work-life balance with employee wellness top of mind We value open, honest communication between team members, challenging each other to continually improve Employee resource groups that support an inclusive work environment An onsite, full-service cafeteria with a variety of daily options Regular EQ Together events focused on company togetherness and collaboration As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy. This position is available due to an existing vacancy. We're dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca. Referrals increase your chances of interviewing at Equitable by 2x #J-18808-Ljbffr