Lead Business Analyst, Process & Automation

We’re looking for a Lead Business Analyst, Process & Automation to join our Capital and Payments team. Process & Automation is a small team working across the operations behind payments, lending, underwriting, risk, and billing. You will find operational friction, diagnose root causes, and build the process, data, tooling, and automation solutions that fix it.

You will own projects end to end: find where a process is failing or create toil, prove it with data, design something better, coordinate the build with stakeholders, and stay with it until the receiving team owns it and the numbers have moved. AI is a default tool in how we work rather than a separate initiative.

This is a hands-on individual-contributor role with full ownership of your projects.

What you’ll be doing:

• Define: map end-to-end flows, trace handoffs, and understand how a process actually runs rather than how it is documented.
• Diagnose: separate root causes from symptoms and quantify where time, money, and customers are being lost.
• Design: turn what you find into clear requirements, better flows, and delivery plans with measurable success criteria, then build or coordinate the automation, tooling, data, and controls they depend on.
• Instrument: lead testing and launch readiness, track impact against agreed measures, drive adoption, and hand ownership back to the team that owns the outcome.
• Establish how we use AI agents in operations: identify where they create real leverage, then design, test, and deploy them for bounded, multi-step workflows, including the evaluation methods that prove they work.
• Partner with teams outside operations whose work affects these outcomes, and turn operational findings into business cases that help Product and Technology prioritize longer-term solutions.

What you need to bring:

We're looking for a candidate who has experience with the following:

• 7+ years in business analysis, process improvement, operations, implementation, or product operations.
• A track record leading complex cross-functional projects from problem definition through implementation and ongoing measurement.
• Strong analytical skills - you use data, queries, and dashboards to validate problems and prove outcomes, not only to report on them.
• Demonstrated ability to turn ambiguous business needs into clear requirements, process designs, and delivery plans.
• Excellent stakeholder management, facilitation, written communication, and presentation skills, with a track record of driving alignment and outcomes across teams you do not manage.

Even better if you have, but not necessary:

• Financial services, fintech, payments, lending, or insurance - or another complex, regulated operating environment.
• Commerce, e-commerce, point-of-sale, or marketplace experience.
• Hands-on experience with workflow, case-management, or process-automation platforms.
• SQL, business-intelligence tools, or data modeling.
• Experience evaluating or deploying AI-enabled solutions for operational use cases.
• Experience driving adoption and effectiveness after launch, not just delivery.