Service Experience Process Improvement Analyst II

If you are a strategic thinker, enjoy relationship-building with stakeholders, and are excited to execute initiatives for key clients, then a role as a Service Experience Process Improvement Analyst is for you.

As the Service Experience Process Improvement Analyst II within our Business Banking team, you will play a pivotal role in elevating both banker and client experiences by analyzing and optimizing service operations. You will map end-to-end service processes, facilitate discussions to uncover opportunities for expanding banker productivity, and establish sound practices for leveraging our service operations organization to address critical account maintenance and client service needs. By partnering with Business Analysis Process Managers, Project Managers, and key stakeholders, you will advocate for process improvements that directly impact service quality and efficiency. You will engage effectively with various employee feedback channels, adapt quickly to changing circumstances with minimal notice, and excel in a fast-paced environment that involves serving multiple customers and managing competing priorities. If you excel at leading cross-functional projects, promoting timely resolution of issues, launching new service initiatives, and promoting meaningful change, you may be the perfect fit for our team.

Job Responsibilities

• Act as a problem solver and solution finder focused on enhancing the service experience for bankers and clients within Business Banking.
• Rapidly identify the value proposition of service initiatives and build compelling business cases that outline the investment and benefits for clients and bankers, while consulting with partners on the development of comprehensive process maps to support these initiatives.
• Initiate, co-lead, and implement service-focused process improvement initiatives using structured problem-solving methodologies, including problem identification, root cause analysis, and project closure.
• Support Business Analysis Managers and Project Managers by facilitating agenda-based meetings, mapping service processes, taking notes, and gathering key data related to service operations.
• Partner and communicate effectively with stakeholders such as Risk, Controls, Compliance, Legal, Performance Consulting, and the Process Modeling Center of Excellence to ensure service operations align with regulatory and business requirements.
• Maintain an accurate book of work that delineates between initiatives that required technology intervention and those that can be executed procedurally.
• Gain and maintain firsthand insight into the banker and client experience by actively engaging with bankers through in-person observations and discussion across all Business Banker groups

• Demonstrated ability in problem solving, critical thinking, and decision making, with a focus on service operations and client and banker experience.
• Strong organizational skills with attention to detail and cause and effect relationships
• Ability to challenge the status quo, raise risks, and recommend solutions that enhance banker productivity and client service.
• Exceptional interpersonal skills; collaboration and relationship building skills with service operations, bankers, and business partners
• Flexible and adaptable to shifting priorities; able to manage competing priorities to achieve the most effective result in a fast-paced, service-driven environment.

• Minimum of 5 years business experience, preferably in service operations, client service, or business banking.
• Project management skills, with experience leading service improvement initiatives.
• Proficiency in Office Suite and SharePoint; Experience with Large Language Models and AI tools is preferred.
• Demonstrated experience with process improvement methodologies such as LMOS, Lean, Six Sigma, Agile, with a focus on service operations.
• Bachelor's degree or equivalent experience preferred.