Process Design Manager

Job Description

Job Description

Join one of Canada's fastest-growing companies and be part of something extraordinary – welcome to goeasy At goeasy, our people and culture are at the heart of everything we do, and we're proud to be recognized for it. We've earned prestigious accolades such as Waterstone Canada's Most Admired Corporate Cultures , Canada's Top Growing Companies , and the TSX30 , highlighting us as one of the top performers on the TSX.

We're also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams , and included on TIME Magazine's 2025 list of Canada's Best Companies . These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward. As one of Canada's leading alternative consumer lenders, we're passionate about helping everyday Canadians create a brighter future.

Our vision is to provide a path to a better tomorrow, today.

We offer
a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome , easyfinancial , and LendCare . If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you Join us, and together, let's create a future of financial empowerment.

About the Role

Love turning complex customer journeys into simple, seamless experiences? Come help us redesign how customers experience goeasy. The Operational Experience & Process Design Manager will help make those moments simpler, clearer, and easier to navigate. This is a hands-on individual contributor role for someone who likes solving real customer problems, digging into how work actually happens, testing better ways to do things, and helping build processes that scale.

You will delivery measurable improvements to customer experience, operational effectiveness, quality, and risk outcomes through practice process design and continuous improvement. What will you be doing? Find the friction: use data, customer feedback, associate input, and operational insights to spot where customers or associates get confused, slowed down, or stuck. Map the journey: understand how customers move through key moments today, then help design simpler future-state journeys, workflows, controls, and processes.

Test better ways: turn messy customer problems into clear recommendations, practical experiments, process changes, job aids, routines, and scalable ways of working.

Lead and support improvement initiatives from discovery through implementation and measurement of results Use process thinking: apply process engineering, Lean, Six Sigma, and continuous improvement practices to reduce waste, improve quality, and create measurable customer impact. Quantify opportunities, measure impacts, and use data to prioritize improvement recommendations that delivery meaningful customer and business outcomes.

Work across teams: partner with Operations, Risk, Compliance, Product, Analytics, and Technology to make customer journeys easier and support automation or workflow redesign opportunities. Make improvements stick: support root-cause analysis, issue resolution, remediation planning, performance tracking, and quality routines so changes last. Help shape the function: contribute to the tools, templates, routines, and ways of working for a new customer-focused process design capability.

Partner with product and technology teams to identify opportunities for automation, digitization, and workflow simplification Who are you? You are curious, practical, and a little allergic to unnecessary customer friction. You love asking "why is this hard for the customer?" and then figuring out how to make it better. You are comfortable with ambiguity, willing to get into the details, and able to turn messy information into clear next steps.

You think like a product-minded operator—focused on the customer experience, grounded in how teams actually work, and thoughtful about risk. You care about making things easier for customers, and you are always looking for ways to make work simpler, faster, safer, clearer, or more effective. What experience do you have? 2 to 5 years of experience in process improvement, operations, business analysis, consulting, product operations, risk management, or a related field.

Experience with process design, process mapping, workflow improvement, customer journey mapping, root-cause analysis, or continuous improvement initiatives. Working knowledge of Lean, Six Sigma, process engineering, or structured problem-solving methodologies.

Strong analytical and communication skills, with the ability to use data to understand problems, support recommendations, and explain complex issues simply. A degree in Engineering, Business, Operations, Mathem