Staff Process Simplification Manager, Enterprise Experience

First Tech Federal Credit Union; Marlborough (MA); On-site; USD 130,000 - 155,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Paid time off

Holiday pay

Lending discounts

Job summary

First Tech Federal Credit Union is seeking a senior program leader to drive complex cross‑enterprise simplification initiatives across multiple journeys, platforms, and functions. You will define problem statements, design scalable solutions, and partner with leaders to ensure durable improvements in efficiency, experience, and regulatory soundness.

With autonomy and strategic influence, you will mentor analysts, translate VoM/VoE insights into action, and ensure initiatives deliver measurable

Qualifications

• Bachelor’s degree or equivalent experience.
• 6–8 years of process simplification or operational excellence.
• Proven success leading complex, cross-functional initiatives.
• Financial services or regulated industry experience required.
• Advanced Lean, Six Sigma, or equivalent certification required.
• Strong operational and analytical acumen for enterprise workflows.
• Ability to connect simplification to regulatory controls and risk.
• Comfort navigating organizational complexity across multiple stakeholders.
• Excellent written and verbal communication; persuasive storytelling.

Responsibilities

• Lead discovery and simplification across journeys and functions.
• Diagnose systemic process breakdowns and distinguish root causes.
• Translate enterprise pain points into clear, prioritized problem statements.
• Design scalable end-to-end simplification solutions with defined outcomes.
• Influence cross-functional leaders with data-driven recommendations.
• Define success metrics, benefits, and adoption considerations.
• Anticipate regulatory and risk implications; ensure sound execution.
• Provide mentorship to analysts and managers without people management.
• Apply human-centered design and systems thinking to reduce friction.
• Synthesize VoM and VoE insights with data for prioritization.
• Identify signals of emerging breakdowns before they entrench.
• Ensure solutions improve staff and member experience with durability.
• Collaborate with Experience Analytics to link changes to outcomes.
• Advocate for improvements delivering strategy and efficiency.
• Model enterprise experience design principles to influence decisions.

Skills

Bachelor's degree

Experience 6–8 years

Cross-functional leadership

Operational excellence

Strategic communication

Regulatory awareness

Education

Bachelor’s degree or equivalent

Job description

Description

This role leads complex, cross‑enterprise simplification initiatives that address systemic sources of operational friction and experience breakdowns. Operating with a high degree of autonomy, the role shapes problem framing, solution design, and execution approaches across multiple journeys, platforms, and functional boundaries. Working horizontally across business lines, systems, and enabling functions, the role proactively surfaces suboptimal workflows and translates them into clear problem statements and scalable, durable solutions. Serving as a senior individual contributor and trusted thought partner to leaders, the role balances deep operational rigor with experience‑centered design. Through disciplined execution, the role delivers sustained improvements in efficiency, capacity, quality, employee effectiveness, and member experience while ensuring regulatory soundness and long‑term sustainability.

What You’ll Do

• Lead discovery and simplification efforts for complex, ambiguous, and multi domain problem spaces that span multiple journeys or functions.
• Diagnose systemic process and experience breakdowns across teams, products, and platforms, distinguishing root causes from localized symptoms.
• Translate loosely defined, enterprise scale pain points into clear, structured, and prioritized problem statements that enable effective decision making.
• Design scalable, end to end simplification solutions with explicitly defined business, operational, and experience outcomes.
• Influence cross functional leaders and stakeholders without authority, using data, insight, and well reasoned recommendations to drive alignment and action.
• Define success metrics, benefit realization approaches, and adoption considerations to ensure improvements deliver durable impact.
• Anticipate regulatory, risk, and control implications of proposed changes and proactively partner with appropriate teams to ensure sound execution.
• Provide informal mentorship and guidance to analysts and managers by modeling structured problem solving and simplification practices, without people management responsibility.
• Apply advanced human centered design and systems thinking practices to identify root causes of experience friction and structural drivers of breakdowns across end to end journeys.
• Synthesize Voice of the Member (VoM) and Voice of the Employee (VoE) insights with operational and quality data to inform enterprise scale prioritization and solution design.
• Identify and interpret signals that indicate emerging and systemic breakdowns (e.g., repeat contacts, workarounds, escalations, execution variability) before they become entrenched.
• Ensure simplified solutions materially improve ease, clarity, and consistency for frontline employees and members, with attention to durability and scalability.
• Evaluate simplification opportunities to ensure proactive resolution and outcomes that reinforce trust and meaningful experience improvements, not short term fixes.
• Partner with Experience Analytics to connect operational and process changes to experience, performance, and outcome measures, validating impact and informing iteration.
• Advocate for experience improvements that also deliver strategic efficiency, explicitly avoiding cosmetic, localized, or non scalable solutions.
• Champion and apply enterprise experience design principles by modeling best practices and influencing decisions through exemplars and insight rather than formal authority.

Essential Skills

• Bachelor’s degree or equivalent experience.
• 6–8 years of experience in process simplification, operational excellence, or related disciplines.
• Demonstrated success leading complex, cross-functional initiatives.
• Financial services or regulated industry experience is required.
• Advanced Lean, Six Sigma, or equivalent certification is required.
• Strong operational and analytical acumen, with the ability to assess complex, enterprise scale workflows and connect simplification improvements to meaningful business and experience outcomes.
• Proven ability to simplify cross functional processes while maintaining appropriate controls, regulatory compliance, and risk discipline within regulated environments.
• High degree of comfort navigating organizational complexity and ambiguity, working effectively across multiple business lines, platforms, and stakeholder groups.
• Excellent written and verbal communication skills, with the ability to synthesize insights into clear, persuasive narratives that influence leaders and peers.
• Demonstrated ability to balance experience centered design thinking with practical, scalable execution to deliver durable operational improvements.

Location

Hillsboro, OR 97124 | Rocklin, CA 95765 | Marlborough, MA 01752

Target Compensation in Hillsboro, OR

$129,690 - $155,430 annually + annual bonus

Target Compensation in Rocklin, CA

$144,100 - $172,700 annually + annual bonus

Target Compensation in Marlborough, MA

$129,690 - $155,430 annually + annual bonus

Who We Are

What makes First Tech different? Every great journey begins with a bold idea—and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees Are Eligible For

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [e-mail] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

First Tech is not currently offering Visa transfer/sponsorship for this position.