Operations Project Consultant

• Analyzes current state processes, existing operations, procedures, and workflows and discovers pain points to develop approaches for potential solutions, including building a business case for improvement recommendations and driving the execution of implementation.
• Coordinates with the business to support defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures.
• Supports partnerships with operations management to create project impact and provide direction and guidance to internal teams.
• Establishes and maintains relationships with relevant client stakeholders to communicate updates and escalation issues.
• Performs risk management activities to minimize project risks.
• Assists with creating and maintaining comprehensive project documentation.
• Leverages business knowledge to identify opportunities for improvement and supports change execution.
• Performs multi-variate analysis using reporting, analytics, client survey (Voice of the Client), and client journey data to identify trends and insights impacting client experience performance.
• Identify drivers of client experience performance, including satisfaction, effort, pain points, and moments that matter across the client lifecycle.
• Support client experience and operational improvement initiatives by contributing analysis, insights, and performance tracking.
• Partner with Client Services leadership to align insights with strategic objectives and execution plans.
• Track performance against key client experience and operational KPIs, providing ongoing monitoring and insight to support continuous improvement.
• Translate complex analytical findings into executive-ready presentations and narratives tailored to various stakeholder audiences.
• Establish repeatable analytical approaches and best practices for client experience measurement, reporting, and insight generation.

• 2+ years of experience within Operations / related work experience
• Demonstrated experience using data and analytics to drive client experience or operational performance improvements.
• Strong analytical and problem-solving skills with the ability to connect data insights to business outcomes.
• Proficiency with reporting and data visualization tools (e.g., Excel)
• Excellent written and verbal communication skills
• SQL (Data Storage) experience
• Tableau (Data Visualization Software) usage experience
• 1+ years of Retail Banking experience
• 2+ years of Consulting experience

Demonstrates strong analytical skills and proficiency in data visualization tools to drive client experience and operational performance improvements. Capable of translating complex data insights into actionable business strategies while maintaining effective communication with stakeholders.

• Data Analysis
• Client Experience Improvement
• SQL
• Tableau
• Operations Management

• Data Analytics
• Reporting
• Problem-Solving
• Performance Tracking
• Multi-Variate Analysis

• Communication
• Relationship Management
• Collaboration

• Retail Banking
• Consulting
• Client Journey
• KPI Monitoring
• Risk Management

• Excel
• Tableau