• Supports delivery and communication of EZCORP's multi-year process improvement and program roadmap aligned to Store Experience strategy and business goals • Work in tandem with Digital Products and other Store Experience teams to ensure process design and product capabilities are jointly prioritized, developed, and deployed. • Establishes intake, prioritization, and governance frameworks ensuring resources focus on highest-impact initiatives • Support in optimizing key store workflows to remove friction, reduce variance, and standardize SOPs. • Defines pilot structure, success metrics, and scaling frameworks for new processes, tools, and initiatives • Partners with Training and Field Operations to design enablement materials, readiness sessions, and feedback loops that ensure sustainability and continuous improvement • Defines and tracks process KPIs (cycle time, error rate, adoption, compliance, efficiency, NPS impact) • Collaborates with Legal and Compliance to ensure new processes and programs meet regulatory and policy standards