Process and Performance TPM, AI Transformation

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.

As Process and Performance Lead on the AI Transformation team, you will re-engineer Trustly's core business workflows so they are ready for automation, virtual agents, or AI assistance, with security and compliance built in from the start. This is a hands on process design role. Most of your time goes into mapping how work actually happens, establishing what it costs and how long it takes today, and redesigning the workflow itself before any tool gets applied to it.

You will also build the financial case for each redesign and defend it to Finance. A redesign Finance will not sign is not a result. In your first 90 days you will baseline and redesign one Customer Operations workflow, disputes or chargebacks, through a mix of online and in person workshops with Customer Operations, Finance, and Risk and Compliance.

• Establish the baseline before any redesign begins. Most of the workflows you will touch are not measured today, and a redesign without a baseline cannot be claimed as a result.
• Partner with operational and business teams to map current workflows end to end, identifying bottlenecks, handoff delays, and repetitive manual tasks.
• Redesign workflows so they can support automation, machine learning, or virtual agents, classifying each by complexity from simple no-code tools to integrations that require IT support.
• 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 you touch. A speed gain with a quality regression is a failure, not a win.
• Guide the rollout of AI systems and virtual agent workflows into production and customer support channels.
• Flag workflows that touch regulated decisions, such as credit risk, fraud, AML, or complaints handling, and route them to Legal and Compliance rather than automating them directly.
• Lead the change with the teams affected, training them on the new process and the new tool together, and hand back an operating model they can sustain without you.

• 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, not just documenting them.
• 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,…