Back to jobsLead 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.
N
Senior Associate, Experience Design and Change Management
New York Life - Jimenez Team
New York, NYPosted 1 weeks ago