Business Transformation Manager

Role Overview

Business Transformation Manager at Brainlake Advertising. This is a client-facing consulting role based on-site when required, leading discovery, analysis, and process redesign engagements from initial discovery through implementation handover.

Role Purpose

Lead transformation engagements that uncover business challenges, analyze current operations, and design better processes, services, and ways of working. Translate transformation opportunities into clear requirements, improved processes, measurable outcomes, and implementation-ready documentation that product, design, and technology teams can execute.

Key Responsibilities

Discovery & Analysis

• Plan and facilitate discovery and transformation workshops with business leaders, process owners, operational teams, and technical stakeholders.
• Conduct stakeholder interviews and analyze how the business actually operates across people, processes, systems, data, and customer touchpoints.
• Map current-state (as-is) processes and workflows, including handoffs, business rules, approvals, exceptions, dependencies, and pain points.
• Validate business problems and identify underlying root causes using stakeholder inputs, operational evidence, and available performance data.

Opportunity Identification & Prioritization

• Identify and prioritize opportunities to improve efficiency, customer experience, service quality, and operational performance.
• Assess opportunities based on business value, customer impact, feasibility, and effort.

Future-State Design

• Design future-state (to-be) processes, workflows, service journeys, and operating approaches.
• Define how roles, responsibilities, processes, systems, and touchpoints need to change to enable the future state.

Requirements & Documentation

• Translate transformation opportunities into clear business requirements, functional requirements, user stories, and measurable acceptance criteria.
• Define expected business benefits, KPIs, performance measures, and success criteria.
• Develop clear process maps, transformation recommendations, requirements, roadmaps, and solution documentation.
• Maintain traceability between the original business problem, identified opportunities, proposed solutions, requirements, and expected outcomes.

Stakeholder Management & Alignment

• Work closely with product, service design, UX, technology, data, and engineering specialists to assess feasibility, constraints, integrations, and implementation dependencies.
• Lead stakeholder reviews, challenge conflicting or unclear requirements, and drive alignment and decisions.
• Manage assumptions, open questions, dependencies, decisions, and actions through to resolution.

Implementation Handover

• Support the transition from strategy into execution, ensuring delivery teams receive a clear and practical implementation handover.

Qualifications & Experience

• 5+ years of experience in Business Transformation, Management Consulting, Digital Transformation, Business Analysis, Service Design, or a related discipline.
• Proven experience independently leading transformation engagements from discovery and analysis through future-state definition and implementation handover.
• Strong experience analyzing and redesigning business processes, workflows, and operating models.
• Experience mapping current-state and future-state processes.
• Experience identifying and prioritizing transformation opportunities based on business value, customer impact, feasibility, and effort.
• Ability to translate business needs into clear requirements and implementation-ready documentation.
• Experience defining KPIs, expected benefits, and measurable outcomes.
• Experience working within consulting or professional services is highly preferred.
• Experience across digital transformation, enterprise systems, workflow automation, or AI-enabled transformation is an advantage.
• Experience with customer journey mapping, service blueprinting, or user research is an advantage.

Skills & Competencies

• Strong workshop facilitation, interviewing, and senior stakeholder management skills.
• Ability to understand complex business operations and turn ambiguity into clear, structured solutions.
• Strong ability to identify root causes rather than simply documenting stakeholder requests.
• Good understanding of customer journeys and service design principles.
• Sufficient technical understanding to work confidently with specialists across systems, data, APIs, integrations, automation, and digital platforms.
• Ability to challenge assumptions and conflicting requirements constructively.
• Excellent written communication, presentation, storytelling, and visual documentation skills.
• Strong organizational skills with the ability to independently drive work and outstanding decisions through to completion.
• Familiarity with BPMN and tools such as Miro, FigJam, Visio, Lucidchart, or similar.
• Up-to-date knowledge of AI-powered research, analysis, process mapping, documentation, and productivity tools, with the ability to use them to accelerate transformation work.

Additional Information

• Comfortable working in complex client environments and on-site when required.