Senior Process Architect

Role Overview This is a senior hands-on process architecture role sitting at the heart of a large-scale unified case management transformation for a major credit card issuer. The Senior Process Architect owns the end-to-end current-state and to-be-state process design across the full back-office operation spanning fraud management, disputes, collections, phone servicing, FCRA/compliance, letters, mailroom, payments and originations.

You will lead the discovery and process capture programme, drive the prioritisation framework, translate process designs into platform architecture and integration requirements, and act as the primary bridge between the business operations team and the technology build team. This is not a documentation role you are expected to challenge, redesign and architect the future operating model.

Key Responsibilities

Process Discovery & Architecture Lead structured discovery workshops across all 11 operational domains facilitating sessions with senior SMEs, process owners and compliance leads Own the current-state process architecture across ~400 L2 processes swim-lane diagrams, step-level RACI, system touchpoints, exception paths and SLA mapping Apply the prioritisation framework Green $, Swivel-Chair, Volume, UPH/FTE gap, Risk & Compliance, Upstream/Downstream Impact, Integration Complexity to produce a scored, tiered process backlog Identify process redesign opportunities beyond documentation challenging legacy patterns, rework loops and manual workarounds Define the to-be process architecture for High and selected Medium complexity processes on the unified case management platform Platform & Integration Architecture Translate process designs into functional specifications for the case orchestration engine, business rules engine and agent desktop Define workflow states, decision branch logic, SLA clock configurations and routing rules for each process Identify and document integration touchpoints per process specifying API contracts, event triggers and data requirements for each of the 28+ backend systems Collaborate with the integration architect to ensure process designs are technically feasible and integration dependencies are correctly sequenced