Dir. Business Process Analysis

UKG is hiring a Director to build and lead its Business Process & Experience Design capability as part of enterprise transformation. The role leads cross-functional process and experience redesign, translates future-state designs into implementation plans, and develops a team of design professionals.

Responsibilities:

• Build and lead UKG’s Business Process & Experience Design capability, including its methods, standards, talent and ways of working
• Lead end-to-end process and experience redesign across selected enterprise priorities, working with business owners and transformation leaders
• Map how work happens today, identify friction and opportunities, and design future-state processes, roles, handoffs and experiences
• Explore how AI, automation, data and technology can improve the work, while keeping human judgment, customer needs and responsible use in view
• Turn future-state designs into clear requirements, measures, ownership and implementation plans in partnership with business and technology teams
• Bring customer, employee and operational perspectives into design decisions, using research and process insights to test assumptions
• Partner with Change & Adoption to ensure new processes are understandable, practical and supported by effective readiness and learning plans
• Help leaders connect process improvements to business outcomes and identify how those outcomes will be measured and sustained
• Develop strong relationships across Sales, Marketing, Customer Experience, Finance, Product, Technology and other functions
• Build, lead and develop a small team of process and experience design professionals, setting clear priorities and supporting their growth
• Establish the team’s standards and ways of working so it can contribute consistently across multiple enterprise transformations

Requirements:

• 10+ years of experience in business process transformation, service or experience design, operating model change, or a related field
• Experience leading complex, cross-functional redesign efforts from discovery through implementation
• Demonstrated ability to build trust with senior leaders and facilitate decisions across teams with different priorities
• Strong skills in process analysis, journey mapping, service design or other structured approaches to understanding and improving work
• Experience translating future-state designs into implementation requirements, measures and clear ownership
• Strong written, verbal and visual communication skills, including the ability to make complex processes easy to understand
• Experience leading, coaching or developing high-performing teams
• Experience in enterprise software, B2B SaaS or a similarly complex technology environment
• Experience redesigning customer journeys or business processes across functions such as Sales, Marketing, Customer Experience or Finance
• Experience applying AI, automation or data capabilities to process redesign
• Familiarity with process mining, workflow platforms, service design or continuous improvement methods
• Experience working in a large-scale enterprise transformation or management consulting environment