• Lead the conduct of the company’s onboarding and risk management program • Implement zerohash’s KYB/KYC Client Onboarding, KYC Refresh, High Risk Customer and Client Reviews, and zerohash audits • Review consumer-facing disclosures, marketing, and advertising for consistency with established zerohash standards • Collaborate with Engineering to escalate and prioritize bugs, product gaps, and client feedback • Build internal tools, scripts, and dashboards to improve the efficiency of the support process and monitor API health

• Identify, evaluate, and implement new systems and solutions, or identify enhancements to existing systems; define requirements and specifications. • Lead the collection, capture, and management of mission user needs from prioritization, concept development, epic and feature creation, and user story writing to support development and deployment as a business analyst subject matter expert. • Liaise between software development teams, logistics and warehouse SMEs (including users and proxy users), and technical solution leadership to ensure that product development, customization, and/or integration aligns with overall architecture, systems, and human centered design (HCD) best practices. • Facilitate the gathering of business-focused requirements to support product development teams, and product owners, including defining the backlog and ensuring the user's perspective is considered. • Work with the product owner and users to determine the operational objectives of business needs and elicit requirements. • Focus on requirements related to improved usability, user experience, and user adoption and engagement. • Manage a register of stakeholder relationships to product team technical leadership, functional representatives, and user representatives. • Conduct necessary research and discovery to serve as de facto subject matter expert, supporting development teams in the integration and development of complex business systems. • Identify core business needs, decompose, and document concepts of operation, story maps, briefings, and user stories, document business rules, and construct workflow diagrams, as needed. • Condense complex business processes into clear and actionable epics, features, and user stories with acceptance criteria. • Work with Product Management, Technical Leadership, and mission stakeholders to review, update, and maintain a business process roadmap of the to-be system and evaluate areas of reengineering by outlining potential to-be processes. • Work with Product Management, Technical Leadership, and mission stakeholders establish and monitor baseline key performance indicators (KPI)/metrics for system development and integration. • Provide data analysis expertise to measure and report on progress towards objectives and key results, including both development/delivery metrics and business process outcomes.

• Lead requirements gathering sessions with HR, Compensation, Payroll, Finance, and technical stakeholders • Analyze business processes and translate compensation policies into functional requirements and solution designs • Create and maintain functional documentation, including requirements, process flows, and solution specifications • Serve as the primary liaison between business and technical teams to ensure alignment and clarity • Conduct impact analysis and identify system, process, and data dependencies • Define and coordinate User Acceptance Testing (UAT), including test planning, test case development, and defect tracking • Support release planning, validation, and production readiness activities • Ensure data accuracy, audit readiness, and compliance with compensation policies and controls • Identify process improvement opportunities to increase efficiency and reduce operational risk • Provide ongoing support, troubleshooting, and documentation for compensation-related system enhancements

• Support the design, delivery, and quality assurance of insurance products across multiple lines. • Work closely with Product Owners, business stakeholders, and technology teams to translate business needs into clear requirements. • Ensure delivered solutions meet business expectations through effective User Acceptance Testing. • Plan, coordinate, and execute User Acceptance Testing (UAT) for system enhancements and new product releases. • Act as a liaison between business users and technical teams to ensure shared understanding of requirements and solutions.