Process Redesign Consultant

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.

The Opportunity:  At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we'd love to connect. The Process Redesign Consultant will independently lead initiatives to improve client experience and operational efficiency within our Client Care Centres. They will analyze root causes, validate performance data, and redesign processes focused on differentiating the client service experience. Join one of the Waterloo Area's Top Employers for 2025 and Southwestern Ontario's Top Employers for 2024 and be part of something that matters.

Position Title: Process Redesign Consultant
Reports To: Director, Client Care Centre Shared Services
Department: Impact
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 and there may be some roles that are required to work in our office more than the minimum requirement.

 

What you will be doing:

• 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
• Development of change management plans, implementation plans, ownership of execution, and achievement of results 
• Provide expert level guidance and direction to business analysts, key stakeholders, and subject matter experts  

What you will bring:

• Proven track record in leading process redesign initiatives and applying formal process improvement methodologies to deliver measurable results
• Comprehensive experience executing the various 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
• An 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.

 What's in it for you:

• 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

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