Customer Segment Consultant II
About The Position
This role will be responsible for leading strategic initiatives and cross-functional projects that support the design and execution of enterprise performance measurement strategies. Initiatives span strategic direction, digital and platform capabilities, client experience, associate experience and process design. The role will lead and manage multiple projects and priorities at the same time, including program design, analysis, deliverables, communications and deployment. The ideal candidate will demonstrate a strong combination of strategic thinking, tactical planning and project management skills along with the ability to lead and influence project teams without direct management. The role partners closely with business, control partners, data, finance and technology teams to facilitate project delivery, validate technical and operational requirements, and integrate work across multiple stakeholders to deliver end to end solutions. Job expectations include management of project activities, serving as a subject matter expert to leaders, applying strategic and data driven judgment, and ensuring risks are identified and managed while delivering intended outcomes.
Requirements
- 3–5 years of experience in consulting, project management, compensation, performance management, or strategy related roles.
- Experience supporting or working within banking and/or investments business processes.
- Strong project management capabilities, including managing dependencies, risks, and stakeholder expectations.
- Proven ability to assess risk, identify control gaps, and recommend practical solutions.
- Proven ability to manage priorities independently, deliver strong results under tight deadlines, and adapt to changing business needs without sacrificing quality.
- Strong relationship building skills with the ability to collaborate effectively with line of business partners and subject matter experts across the organization.
- Aptitude for learning and applying new tools, skills, and processes.
Nice To Haves
- Highly skilled communicator with the ability to influence, collaborate with, and advise leaders at multiple levels.
- Data driven mindset with experience using analysis to inform decisions and recommendations.
- Comfortable presenting complex information in a clear, concise, and impactful manner.
- Strong knowledge of Sales and Service Contact Center operations and performance drivers.
Responsibilities
- Working with leadership to develop strategic direction and establish implementation plans for project execution
- Develop program structure, establish and document processes, build and deliver program materials and communications, and drive technology requirements
- Conduct risk assessments and identify mitigations, coordinate and execute governance stakeholder reviews and approvals
- Establish project management and execution routines and drive decision making with cross-functional team of partners, stakeholders and leaders
- Represent the line of business in discussions with leaders and support partners
- Evaluate program performance, proactively identify opportunities for enhancement, and design and implement solutions
- Mentor and support development of Customer Segment Consultant I team members
Benefits
- Access to paid time off
- Resources and support to our employees
- Discretionary incentive eligible
- Annual discretionary award based on individual performance, line of business performance, and overall company success.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
