Process Development Lead (Helsinki, Tallinn)

We are looking for a Process Development Lead to join Elisa's Excellence and Quality Development team.

About The Role

The Process Development Lead works in the Excellence and Quality Development team and leads and supports Elisa's core process development. Core process framework and business process management model for home market has recently been renewed and the mission of the role is to guide Elisa's process development teams in continuously improving end-to-end core processes built around key customer journeys. By strengthening common processes and ways of working across organizational and business line boundaries, teams enable improvements that enhance customer experience, increase operational excellence and create measurable business impact.

As AI is reshaping how businesses operate, a key responsibility of this role is also guiding process development teams on their journey towards AI-native processes. You support teams in rethinking existing ways of working, identifying where AI can create value, and redesigning processes to combine human expertise and AI capabilities in new and more effective ways.

Success in this role is measured by the impact delivered through Elisa's process development teams. You enable and challenge process development teams across Elisa to deliver measurable improvements in customer experience, operational excellence and business performance through systematic, data-driven process development.

Responsibilities

• Lead and support Elisa's cross-functional process development teams in improving and renewing end-to-end core processes built around key customer journeys
• Ensure process development teams operate effectively according to the agreed governance model, annual planning cycle and process development framework
• Facilitate collaboration, alignment and decision-making across core process development teams to strengthen common processes, ways of working and end-to-end process performance
• Support process teams in defining objectives, key performance indicators, and measurable improvement targets and ensure progress and outcomes are tracked systematically
• Drive the adoption of AI-native ways of working by guiding teams to identify AI opportunities, redesign processes and successfully implement AI-enabled ways of working into day-to-day operations
• Strengthen process development capabilities by organizing internal and external learning opportunities, sharing best practices and facilitating knowledge exchange across process development teams
• Organize and coordinate process development events, learning forums and communities of practice to strengthen collaboration and knowledge sharing
• Identify external benchmarks and collaboration opportunities to continuously develop Elisa's process management and development capabilities
• Communicate development progress, lessons learned and achieved business results to stakeholders and management using facts, data, and tangible outcomes
  
  

What are we looking for?

The qualified applicant is an experienced process development professional with a strong track record in facilitating change and delivering business improvements through cross-functional collaboration. You combine structured process thinking with a practical hands-on approach and are passionate about supporting teams achieve results.

We Expect You To Have

• Several years of experience in process development, business transformation and operational excellence, with a proven track record of delivering measurable business results
• Understanding of how AI can transform business processes and ways of working and the ability to guide teams and stakeholders through the transition towards AI-native processes
• Strong understanding of process management, Lean, Agile and other continuous improvement methodologies and their practical application. You hold a Lean Six Sigma Green Belt or Black Belt certification.
• Experience in facilitating and driving complex cross-functional development initiatives and influencing stakeholders without direct authority
• Experience in coaching teams, facilitating workshops, and leading development forums and stakeholder discussions
• Ability to understand complex business environments, simplify complex issues, and communicate them effectively to different audiences
• Experience working with senior management in large organizations and collaborating across organizational and business line boundaries
• Excellent collaboration, facilitation, and stakeholder management skills, combined with strong written and verbal communication skills in English
• Relevant master's degree in business, engineering, management, or a related field
  
  

Interested?

We are looking forward to learning more about you and what you would bring to the team! Seija Saarikivi, Director, Excellence & Quality Development, is available to respond to any questions about the job or team per phone +358 505067651 on Thu 6.8. 14-15 (EEST) and Fri 7.8. 13-14 (EEST).