Job Summary

• Partner with the Data Solutions and the Domain teams to assess and improve Pulse’s own internal processes for building, packaging, and delivering reusable assets.
• Apply BPR discipline internally: identify bottlenecks in how Pulse itself creates, tests, and hardens product frameworks before they reach the point-solution catalog.
• Translate internal process findings into concrete improvements to the Best Practice Process Framework, shortening the cycle time between “client inputs” and “building reusable assets.”
• Ensure internal readiness — process maturity, documentation, repeatability — keeps pace with the external commitments the point-solution and advisory motions make to clients.

External: Productized Point-Solution Delivery

• Build and continuously extend a catalog of standing diagnostic tools, mini-assessments, and rapid-response frameworks deployable against a specific customer query without a full transformation program.
• Respond to inbound, bounded customer requests within a defined turnaround SLA, drawing on pre-built assets rather than starting from bespoke analysis.
• Package findings and recommendations from point-solution engagements as candidates for the Best Practice Process Framework, feeding reusable IP back into the wider catalog.

External: Proactive AI Advisory & Transformation

• Proactively identify and reach out to clients where AI could be placed at the center of their operating model, independent of an active point-solution request.
• Analyze end-to-end business processes at a detailed task level; identify bottlenecks, inefficiencies, hand-offs, gaps, and non-value-added activities.
• Design future-state business processes that deliberately allocate work across three modes — AI-led agentic workflows, AI-human hybrid collaboration, and human-led judgment work — matching each task to the mode best suited to it, not defaulting to full automation.
• Design AI-enabled target operating models, governance structures, and decision frameworks.
• Assess client transformation maturity and facilitate AI readiness assessments.
• Develop business cases, transformation roadmaps, and implementation plans.
• Lead cross-functional transformation programmes across business, technology, and operations.

Define success measures, adoption frameworks, and value-realization plans.

Key Responsibilities

• Cycle time from internal learning/insight to a published reusable asset in the Best Practice Process Framework catalog
• Internal process maturity/readiness rating, tracked alongside Product Excellence's governance cadence
• Point-solution turnaround time against defined SLA
• Processes redesigned and standardized
• Adoption of AI-enabled operating models
• Number of proactive advisory engagements (not inbound)
• Productivity, quality, and customer experience improvements
• Demonstrable business value and ROI
• Reusable assets contributed to the Best Practice Process Framework catalog

Skill Requirements

Other Requirements