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About the Role
As Process and Performance Lead on the AI Transformation team, you will re-engineer Trustly's core business workflows to be automation-ready, with security and compliance integrated from the outset. This hands-on role involves mapping current processes, establishing costs and timelines, and redesigning workflows before tool implementation. You will also build and defend the financial case for each redesign to Finance.
Responsibilities
- Establish the baseline before any redesign begins.
- Partner with operational and business teams to map current workflows end to end, identifying bottlenecks, handoff delays, and repetitive manual tasks.
- Redesign workflows to support automation, machine learning, or virtual agents, classifying each by complexity.
- Build the financial case for each redesign, in capacity gained or cost avoided, and validate it with Finance.
- Track a speed and quality metric pair for every workflow.
- Guide the rollout of AI systems and virtual agent workflows into production and customer support channels.
- Flag workflows that touch regulated decisions and route them to Legal and Compliance.
- Lead the change with affected teams, training them on the new process and tool, and hand back a sustainable operating model.
Requirements
- 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.
- 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 a regulated or financial services environment is a strong plus.
- Familiarity with low-code integration tools or workflow automation platforms is a plus.
- PMP or equivalent project management certification is a plus.
Location
- New York
Work Type
- Full-time
Experience Level
- Six or more years of experience
Benefits
- Flexible paid time off & generous PTO accrual plans
- Comprehensive medical, dental, vision, and other insurances
- FSA & HSA plans for medical and dependent care
- Home office set-up allowance
- Internet stipend
- Retirement plan match for 401k and RRSP
- Gender-neutral paid parental leave
About the Company
- At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.
- Our Ambition: To build the world's most disruptive payment network and redefine what the payment experience should feel like.
- Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high growth environment, join us and be part of a team that's transforming the way the world pays.
- The AI Transformation team sits at the intersection of technology, product, and people, and is accountable for the operating leverage Trustly gains from making its processes and workflows AI native. The team partners with Customer Operations, Finance, Legal, People, and Go to Market to find the workflows where AI changes the economics, redesigns them, and proves the result in cost, cycle time, and reclaimed capacity. Every redesign carries a documented baseline and a figure Finance has validated.
Equal Opportunity
- At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.