Service Redesign Consultant, Commercial Banking (Contract)

Downtown Toronto | Hybrid, 3 days onsite | 6-month contract, expected to extend | $75–$100/hr (max T4 rate: $74/hr; max corp-to-corp rate: $100/hr)

Our client, one of Canada's Big 5 banks, is looking for a Service Redesign Consultant to rethink end-to-end services across Commercial Banking, starting from what the client is actually trying to accomplish rather than from the process that exists today.

This is value-led service redesign, not process optimization.

A concrete example of the problem space: a commercial client transfers $100,000 to open a relationship, and onboarding, KYC, and AML requirements mean they may not see their funds or have working access for three to four weeks. The question isn't how to shave a few days off that cycle. It's how to give the client visibility and confidence on day one while the required compliance work continues securely in the background.

You'll bring that lens to onboarding, pricing-to-billing, lending, and other connected value streams.

What you'll do

- Assess current-state services and processes across Commercial Banking and map end-to-end value streams, identifying client pain points, bottlenecks, duplication, and gaps
- Design future-state services that improve client experience, speed, transparency, and ease while delivering measurable operational and financial value
- Plan and facilitate workshops with business, operations, product, risk, compliance, and technology partners
- Professionally challenge how things are done today and align senior stakeholders around redesigned ways of working
- Define the value proposition, expected ROI,



and success measures for each redesign prospect
- Translate recommendations into actionable roadmaps and prioritized initiatives that teams can execute against

What you bring
- A track record of redesigning services from the customer outcome backward, ideally including at least one case where you separated the client experience from a regulatory or control timeline rather than simply speeding the control up
- Commercial banking, business banking, or broader financial-services experience, with enough working knowledge of onboarding, KYC/AML, credit, or billing to design around those controls credibly
- Strong workshop facilitation and stakeholder management at the director and executive level
- Experience producing current-state assessments, future-state designs, business cases, and transformation roadmaps
- The ability to connect client-experience improvements to efficiency, risk reduction, and ROI in language a Commercial Banking executive will fund
- Consulting, bank transformation, innovation lab, or fintech backgrounds all welcome; what matters is that you've done this, not what your title was

Engagement details
- 6-month contract with strong expectation of extension
- Full-time hours, hybrid with 3 days per week onsite in downtown Toronto
- Compensation: up to $74/hr on a T4 basis or up to $100/hr on a corp-to-corp basis, depending on structure and experience
- Must be legally eligible to work in Canada

If you've spent your career making complex services feel simple for the people using them, and you can hold your own in a room with Compliance, Operations, and the business at the same time, we'd like to talk.

📌 Service Redesign Consultant (Toronto)
🏢 Swoon
📍 Toronto