Business Process Lead, Digital & Service Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Business Process Lead, Digital & Service Experience based in the United States.

This role owns the end-to-end design of customer-facing digital and service experiences across commerce, account self-service, portals, and customer support processes. You will balance operational ownership of live processes with the design and development of new product-led digital capabilities. A major focus will be building self-service commerce experiences such as trials, in-app purchases, and self-serve upgrades. You will translate business needs into detailed process designs and system requirements while partnering closely with technology and business leaders. As part of a newly established function, you will help define standards, governance, and ways of working rather than simply operating within an established framework. This is a hands-on individual contributor role with visible impact across customer experience, operational efficiency, and digital growth.