Who and what are process architects in the financial sector?

We provide a core skill set that empowers innovation while driving CX and transformation. But we are mostly a misunderstood bunch of geeks. We are not exactly IT or technology people, project managers, business analysts or operations people. We have some of the knowledge and skills of each, but we don't fit into any of those boxes.

Think of us as problem solvers. In a manufacturing environment we would be engineers, responsible for innovating new products, designing the manufacturing process, sourcing raw materials and production equipment, and ensuring day-to-day production.

What process architects in the financial sector use

• Voice of the customer, translated into insights
• Data analysis to find the golden nuggets (business, financial and customer KPIs)
• Competitive landscape analysis to set the direction for change
• Business process analysis to home in on points of friction
• Technology benchmarking (disruptive or proven) to understand the tools available to create seamless, efficient new experiences

Process architects do all of this to identify white space for innovation, and to pinpoint which existing services and processes should be improved, and how. We develop the blueprint of how business processes need to evolve, highlighting where technology should be used, so a company can be the best it can be at serving its clients. With the blueprint in hand, everyone in the organization works from the same plan, aligned to a larger strategy.

Macro and micro

To re-imagine a new way of operating, we need to function at the 50,000-foot level (to understand the strategic direction) and at the blade-of-grass level (the devil is in the operational details). Moving from macro to micro is a critical skill for recognising shortcomings in a process and designing the steps to close the gaps.

We are also effective change agents: not bulls in a china shop, but sculptors applying deftness and gentle pressure to shape outcomes. Change is not easy, especially when there are organizational impacts, so process architects are armed with change management skills to navigate political, cultural and technological friction.

Where do you find process architects?

There are three options: hire someone classically trained in Lean Six Sigma (they are typically good problem solvers), find top talent in your organization and train and coach them, or find the right partner to get you started.