About The Role

Mission

Keep CRNCY's loan product improving: own the feedback loop between the credit team and the market, and turn what you learn into product and process changes that get piloted and launched.

Responsibilities

● Collect real feedback from the ground: focus groups with customers, time with agents and underwriters.
● Ask the hard questions until you find what truly matters and separate it from the noise.
● Learn market best practices first-hand and turn them into a real competitive advantage.
● Design processes: map how it works today, redesign how it should work, and write clear requirements the tech, credit or operations team can build.
● Turn what you learn into a clear solution for the credit and data teams.
● Work with the team to shape ideas and test them before launch.
● Run pilots from start to finish: plan, set the rules, run, measure and report.
● Turn approved changes into a launched product.
What you need
● Strong in process design — you map a process, redesign it, and write clear requirements.
● Business project skills — you plan and run a change from start to end and measure the result.
● Very curious — you question assumptions and find the signal in the noise.
● You lead without authority — you earn trust through clear thinking and follow-through.
● You explain things simply — for technical and non-technical people.
● Fluent English and Spanish — both required, spoken and written.
● Latin America-based, and comfortable working in the field — customer focus groups, branch visits and market research across our markets (Panama, Belize, Barbados).

Experience

Required

● You have mapped and redesigned a real process yourself, hands-on.
● You have driven at least one change or pilot to a delivered, measured result.

Preferred

● More time in process analysis, product/product operations, program management, or service / CX design.
● Consumer-facing or financial-services exposure (lending, retail, telecom, fintech).

Education

● Required: Bachelor's degree in Industrial Engineering, Operations Research, or Business Research (Systems or Administrative Engineering also accepted).
● A strong academic record from a recognized university is valued.
Tools & software
● Process/diagramming: Microsoft Visio, Lucidchart or Miro.
● Surveys/research: Microsoft Forms or similar.
● Dashboards: Power BI a plus.