Operations Project Consultant

Bank of America•Phoenix, AZ

3d•Onsite

About The Position

The Operations Project Consultant supports Client Services by turning reporting, analytics, client survey data, and client journey insights into actionable recommendations that improve client experience performance across multiple business segments. The role identifies trends, performance drivers, pain points, and opportunities for operational improvement, and contributes to client experience and operational initiatives with increasing scope and independence. The position handles medium to large projects for a Line of Business that may be regional or national in scope. It recommends policy and procedural changes, develops measurement criteria and project plans—including cost and resource estimates—and works with senior management to evaluate current methods and develop strategies for implementing project-related changes and improvements. The role partners with Client Services leadership and cross-functional teams to align insights with strategic objectives and execution plans. The position is based at one of the listed Bank of America locations. The company describes an in-office culture with role-specific attendance requirements and some flexibility. The role is first shift and is listed at 40 hours per week.

Requirements

At least 2 years of experience in Operations or related work.
Demonstrated experience using data and analytics to improve client experience or operational performance.
Strong analytical and problem-solving skills, including the ability to connect data insights to business outcomes.
Proficiency with reporting and data visualization tools, such as Excel.
Excellent written and verbal communication skills.

Nice To Haves

Experience with SQL or data storage.
Experience using Tableau or other data visualization software.
At least 1 year of Retail Banking experience.
At least 2 years of Consulting experience.

Responsibilities

Analyze current processes, operations, procedures, and workflows to identify pain points and develop potential solutions, including building business cases and driving implementation.
Coordinate with the business on defined project tasks, track deliverables and status, and measure progress against success measures.
Partner with operations management to assess project impact and provide direction and guidance to internal teams.
Establish and maintain relationships with relevant client stakeholders, communicate updates, and escalate issues.
Perform risk management activities to minimize project risks.
Create and maintain comprehensive project documentation.
Use business knowledge to identify improvement opportunities and support change execution.
Perform multivariate analysis using reporting, analytics, Voice of the Client survey data, and client journey data to identify trends and insights affecting client experience performance.
Identify client experience performance drivers, including satisfaction, effort, pain points, and important moments across the client lifecycle.
Contribute analysis, insights, and performance tracking to client experience and operational improvement initiatives.
Partner with Client Services leadership to align insights with strategic objectives and execution plans.
Monitor performance against client experience and operational KPIs and provide ongoing insights to support continuous improvement.
Translate analytical findings into executive-ready presentations and narratives for different stakeholder audiences.
Establish repeatable analytical approaches and best practices for client experience measurement, reporting, and insight generation.