Process Excellence & Journey Lead

MAPFRE•Webster, MA

1d•$80,000 - $105,000•Hybrid

About The Position

The Process Excellence & Journey Lead is responsible for leading end-to-end process and customer journey transformation in support of an AI-first operating model. This role partners across business, data, technology, and workforce teams to redesign how work is performed, improve customer and operational outcomes, and enable scalable transformation across priority value streams. This role goes beyond traditional process improvement by integrating AI, automation, advanced analytics, and workflow redesign into future-state operating models. The Process Excellence & Journey Lead ensures that business processes are not only efficient and well-documented, but also structured for intelligent orchestration, measurable business value, and adoption of new ways of working. Working in a highly collaborative and agile environment, this role challenges the status quo, leads cross-functional transformation efforts, and translates strategic intent into practical execution across the enterprise.

Requirements

Bachelor’s Degree in Business, Operations, Industrial Engineering, Organizational Effectiveness, Data/Analytics, or a related field; or equivalent professional experience.
5+ years of relevant experience in process improvement, business transformation, customer journey design, operational excellence, or related work.
Experience leading or supporting end-to-end process redesign, customer journey transformation, or enterprise improvement initiatives.
Experience working in agile, cross-functional environments.
Experience translating business needs into process, data, and technology requirements.
Strong process excellence and customer journey thinking.
Excellent analytical, problem-solving, and systems-thinking capabilities.

Nice To Haves

Experience working in cross-functional transformation environments preferred.
Experience with business architecture, operating model design, or service design is a plus.
Lean Six Sigma certification preferred.
Change Management certification or experience preferred.
Business Process Management, Agile, or Product/Design. Thinking exposure preferred.

Responsibilities

Lead end-to-end process and customer journey transformation in support of an AI-first operating model.
Partner across business, data, technology, and workforce teams to redesign how work is performed.
Improve customer and operational outcomes.
Enable scalable transformation across priority value streams.
Integrate AI, automation, advanced analytics, and workflow redesign into future-state operating models.
Ensure business processes are efficient, well-documented, and structured for intelligent orchestration, measurable business value, and adoption of new ways of working.
Challenge the status quo, lead cross-functional transformation efforts, and translate strategic intent into practical execution across the enterprise.
Makes decisions within broad strategic direction and operating model principles.
Exercises judgment in prioritizing transformation opportunities, designing future-state workflows, and recommending solutions that balance business value, feasibility, and scalability.
Works with broad direction and substantial independence. Expected to define approaches, frame recommendations, and lead work across cross-functional teams with limited day-to-day oversight.
Applies systems thinking, process expertise, and data-driven analysis to solve complex business problems.
Identifies root causes, anticipates downstream impacts, and develops practical, scalable solutions aligned to enterprise goals and the AI-first operating model.
Builds strong relationships with business leaders, process owners, and functional partners.
Serves as a trusted partner in shaping transformation priorities, facilitating alignment, and supporting strategic decision-making.
Communicates effectively with senior stakeholders on significant initiatives and change efforts.