Senior Business Process Owner

As a Senior Business Process Owner, you will make an impact by leading the assessment, redesign, optimization, governance, and continuous evolution of Commercial and Customer Engagement business processes across LATAM. This role serves as a strategic bridge between business stakeholders, transformation teams, Product organizations, and Technology teams, ensuring business processes are aligned with organizational objectives and future customer engagement capabilities.

You will be responsible for evaluating current-state processes, identifying business pain points and unmet needs, designing future-state operating models, and partnering with Product and Technology teams to translate business requirements into scalable CRM-enabled solutions.

This position plays a critical role in driving business transformation, customer engagement excellence, process simplification, and adoption of next-generation capabilities across Commercial and Medical Affairs organizations.

In this role, you will

Business Process Ownership

• Own and govern end-to-end business processes within the assigned business domain.
• Define process standards, policies, governance models, KPIs, and success measures.
• Drive process harmonization, simplification, standardization, and continuous improvement initiatives.
• Ensure alignment between regional business requirements and global process standards.

Current-State Assessment & Process Discovery

• Assess existing business processes, operating models, and user journeys.
• Identify process inefficiencies, business pain points, operational risks, and unmet needs.
• Facilitate stakeholder interviews, workshops, and process discovery sessions.
• Analyze challenges and opportunities across Commercial, Customer Engagement, and Medical Affairs functions.

Future-State Process Design & Transformation

• Design future-state business processes aligned with strategic business objectives.
• Lead process transformation initiatives focused on improving customer engagement, operational effectiveness, and user experience.
• Facilitate cross-functional workshops to identify transformational opportunities and optimize workflows.
• Design scalable operating models that support business growth and evolving organizational needs.
• Drive value realization through process simplification and continuous improvement initiatives.

Business Capability & CRM Alignment

• Act as the business lead for process-to-platform alignment initiatives.
• Evaluate CRM and Customer Engagement platform capabilities against business requirements.
• Conduct fit-gap assessments and identify opportunities to leverage out-of-the-box platform functionality.
• Partner with Product Owners, Product Managers, and Technology teams to prioritize enhancements and capabilities.
• Ensure business process requirements are effectively translated into product roadmaps and technology solutions.

Business Partnership & Stakeholder Management

• Serve as the primary point of contact for business process transformation initiatives.
• Build strong partnerships across Business, Product, Technology, Compliance, and Operations teams.
• Facilitate alignment among regional and global stakeholders.
• Manage priorities, dependencies, risks, and business impacts.
• Influence decision-making through data-driven insights and strategic recommendations.

Process Improvement & Delivery

• Identify automation opportunities and operational efficiencies.
• Translate business needs into clear requirements and actionable improvement initiatives.
• Support business case development and value realization discussions.
• Collaborate with delivery teams to ensure solutions meet business objectives and user expectations.
• Monitor implementation outcomes and drive ongoing process optimization.

Governance, Compliance & Adoption

• Ensure compliance with quality, regulatory, privacy, security, and industry requirements.
• Support organizational change management and user adoption activities.
• Monitor process performance through KPIs, governance reviews, and performance metrics.
• Drive corrective actions and process maturity improvements when required.
• Establish clear ownership, accountability, and governance frameworks across the process landscape.

Work Model: Hybrid / Onsite

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs.

Based on this role's business requirements, work arrangements will be discussed during the recruitment process and may vary according to client and project needs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

• Bachelor's Degree in Business Administration, Information Systems, Engineering, Life Sciences, or a related field.
• Proven experience in Business Process Management, Business Analysis, Process Transformation, Product Ownership, Consulting, Commercial Excellence, or related disciplines.
• Strong experience analyzing, redesigning, and improving complex business processes.
• Demonstrated experience leading business transformation and process optimization initiatives.
• Strong stakeholder management, facilitation, negotiation, and influencing skills.
• Experience facilitating cross-functional workshops and driving process redesign efforts.
• Excellent communication, analytical, problem-solving, and organizational skills.
• Experience working within global, highly matrixed organizations.
• Ability to translate business requirements into scalable technology and process solutions.
• Strong understanding of process governance, KPI management, and continuous improvement methodologies.

These will help you stand out

• Experience within the Healthcare, Life Sciences, Pharmaceutical, or other highly regulated industries.
• Experience supporting Commercial Operations, Customer Engagement, Medical Affairs, Omnichannel, or CRM-related processes.
• Experience leading CRM transformation or customer engagement transformation programs.
• Strong knowledge of CRM platforms such as Salesforce, Veeva, Microsoft Dynamics, SAP CX, or similar solutions.
• Experience conducting process mapping, customer journey mapping, and fit-gap assessments.
• Knowledge of Business Process Management (BPM), Lean, Six Sigma, Design Thinking, or Operational Excellence methodologies.
• Familiarity with Agile ways of working and tools such as Jira and Confluence.
• Experience in the Pharmaceutical industry.
• CRM-related certifications.
• Experience partnering with Product Management and Technology teams to define and prioritize business capabilities.

Success Measures

• Improved efficiency and effectiveness of Commercial and Customer Engagement processes.
• Increased stakeholder satisfaction and user adoption.
• Clear process governance, accountability, and ownership structures.
• Reduction in process complexity and operational effort.
• Successful alignment between business requirements and CRM platform capabilities.
• Adoption of future-state processes across markets and business functions.
• Measurable improvements in operational performance, customer engagement effectiveness, and user experience.
• Demonstrated business value delivered through CRM-enabled transformation initiatives.
• Strong partnerships and alignment across Business, Product, and Technology organizations.

Please, upload your resume in English.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.