AI Transformation: Process & Performance Lead

Trustly; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible PTO

Medical insurance

Home office setup allowance

Internet stipend

401k match

Parental leave

Job summary

Trustly is seeking a Process and Performance Lead on the AI Transformation team to re-engineer core workflows for automation, with security and compliance built in from the start. This hands-on role maps how work happens, analyzes current costs, and redesigns workflows before any tool is applied.

You will also build the financial case for each redesign and defend it to Finance. In your first 90 days you will baseline and redesign one Customer Operations workflow with workshops across teams.

Qualifications

• Six Sigma Black Belt certification required.
• Six or more years of experience in process improvement, operations, or business process re-engineering.
• Experience redesigning workflows for automation, not just documenting them.
• Experience building a financial case for a process change and defending it to a finance team.
• Comfort working with data to build and track operational metrics.
• Experience leading change with frontline teams, including training and communication.
• Ability to work across operations, technology, and risk or compliance teams in a fast-moving environment.
• Experience with AI or automation tools in regulated environments a strong plus.
• Familiarity with low-code integration tools or workflow automation platforms a plus.

Responsibilities

• Establish the baseline before any redesign begins.
• Map current workflows end to end, identifying bottlenecks and delays.
• Redesign workflows to support automation and AI, classifying by complexity.
• Build the financial case for each redesign and validate with Finance.
• Track speed and quality metrics for every workflow touched.
• Guide the rollout of AI systems and virtual agent workflows into production.
• Flag regulated workflows and route to Legal and Compliance when needed.
• Lead change with teams, training them on new processes and tools.

Skills

Six Sigma Black Belt

Process improvement

Automation design

Financial modeling

Data analytics

Change management

Cross-functional

AI tools

Low-code tools

Education

Six Sigma Black Belt certification

PMP certification

Tools

Low-code platforms

AI/Automation tools

Job description

Trustly is seeking a Process and Performance Lead on the AI Transformation team to re-engineer core workflows for automation, with security and compliance built in from the start. This hands-on role maps how work happens, analyzes current costs, and redesigns workflows before any tool is applied.

You will also build the financial case for each redesign and defend it to Finance. In your first 90 days you will baseline and redesign one Customer Operations workflow with workshops across teams.