Digital Operations Collaboration Associate- Customer Experience (CX ) Transformation Team

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