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Digital Operations Collaboration Associate- Customer Experience (CX ) Transformation Team
mid · Consulting
Join a center-led Customer Experience (CX ) transformation team shaping omni-channel experiences by identifying friction, aligning partners, and scaling what works. Bring an interest in communications, analytics and Artificial Intelligence (AL) -enabled ways of working to help accelerate smarter, more seamless customer journeys.
As a Digital Operations Collaboration Associate within the CX transformation team, you will support driving omni-channel initiatives that integrate digital solutions with Consumer & Community Banking (CCB) Operations. You will play a key role in enhancing customer experiences, improving operational efficiencies, and supporting the development of industry-leading customer journeys. Also you will be collaborating with cross-functional teams, tracking key success metrics, and internal communications across the organization.
Job responsibilities
- Assist in developing and executing strategies to integrate digital solutions with CCB Operations, focusing on reducing friction and enhancing customer journeys
- Identify and support AI-enabled use cases (e.g., content drafting/summarization, insight generation, workflow automation) that improve operational effectiveness and stakeholder communications
- Work closely with various teams to identify, prioritize, and operationalize initiatives that drive efficiency and improve customer experience
- Coordinate regular communication updates to key stakeholders and partner teams
- Prepare and deliver executive-level presentations and reports that communicate key insights, project updates, and strategic recommendations to senior leadership
- Track, analyze, and report on key success metrics, providing actionable insights to inform strategic decisions
- Champion a culture of innovation, collaboration, and data-driven decision-making within the team and across partner groups
Required qualifications, capabilities and skills
- 2+ years of experience in digital operations, strategy, marketing, communications, or a related field
- Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
- Excellent written and verbal communication skills, with experience developing marketing materials and executive presentations
- Proven ability to collaborate effectively in a matrixed organization and manage multiple projects simultaneously
- High attention to detail and organizational skills
- High School Diploma/GED
Preferred qualifications, capabilities, and skills
- Experience in financial services or a similar industry
- Experience supporting or presenting to executive leadership
- Experience leveraging AI tools to improve productivity and quality of deliverables (e.g., Microsoft 365 Copilot; internal assistants; agentic/automation approaches) including prompt writing, iterative refinement, and quality/accuracy checks