Freelance Appian Architect Jobs (NOW HIRING)

Credit‑Card Operations Consultant (Management Consulting Background Only)

Contract/freelance - this is NOT a permanent role

Location: Las Vegas (preferred) • West Coast or Phoenix considered Travel: Required

A major credit‑card issuer is undertaking a large, multi‑year transformation of its unified case‑management platform. We are hiring a Credit‑Card Operations Consultant with a management consulting background to lead discovery, redesign and future‑state operating model definition across the full cards back‑office.

This role is ideal for consultants who have hands‑on experience in credit‑card operations and are comfortable working directly with technology teams, integrations, APIs and case‑management platforms. You will shape how the organisation processes fraud, disputes, collections, servicing, payments, FCRA/bureau operations and more.

This is not a PMO or documentation role - it is a design‑led, problem‑solving role where you will challenge legacy processes, define new workflows, and translate operational requirements into platform‑ready specifications.

What You Will Do

• Lead structured discovery sessions across all back‑office domains
• Analyse current‑state processes (~400 L2 processes) and identify redesign opportunities
• Map operational workflows, exception paths, SLA impacts and system touchpoints
• Apply structured prioritisation (Green $, swivel‑chair, volume, UPH/FTE gap, risk, integration complexity)
• Define future‑state operating models and workflow designs
• Translate operational requirements into functional specifications for engineering teams
• Work closely with integration architects to define API contracts, event triggers and data needs
• Present findings and recommendations to COO/CIO/CFO stakeholders
• Drive sign‑off across operational domains and ensure alignment before build
• Produce executive‑ready discovery and design packs

Required Background

Management Consulting Experience (Mandatory)

You must come from a consulting environment (Big 4, boutique, or specialist consultancy) with direct exposure to credit‑card operations, such as:

• Fraud operations
• Disputes / chargebacks
• Collections
• Phone servicing
• Payments
• FCRA / bureau operations

• Experience analysing, redesigning or optimising card‑servicing processes
• Strong understanding of regulatory frameworks: Reg E, Reg Z, FCRA, SCRA, FDCPA, CFPB
• Ability to translate operational issues into structured problem statements and future‑state designs
• Comfortable working with engineering, integrations, APIs and workflow tools
• Experience with case‑management platforms (Pega, Appian, homegrown or equivalent)
• Able to define workflow states, routing rules, decision logic and SLA configurations

Stakeholder & Executive Engagement

• Confident working with VP/SVP/C‑suite stakeholders
• Strong communication skills and ability to produce board‑ready deliverables

Desirable

• TSYS, FDR/First Data, Hogan, FIS
• Bureau interfaces (e‑OSCAR, Metro 2, ACDV/AUD)
• Collections workbench / bankruptcy workflow
• Six Sigma Green/Black Belt
• Celonis or process‑mining tools