Guide Transformation Analyst, AI & Governance

Work sponsorship is not available for this position.

We are seeking a highly motivated Guide Transformation Analyst, AI & Governance to join the Selling and Servicing Guide Transformation team. This role supports the ongoing governance, maintenance, optimization, and modernization of the Seller/Servicer Guide and related customer-facing content, while helping advance the organization's AI-enabled content transformation strategy.

The Guide Transformation Analyst, AI & Governance will work closely with Product Owners, Policy Teams, Legal, Customer Experience, Servicing, Credit, and operational stakeholders to ensure Guide content remains accurate, governed, customer-focused, and aligned with enterprise standards. The successful candidate will leverage analytical skills, governance discipline, content management expertise, and Artificial Intelligence capabilities to support Guide publications, FAQ governance, Guide governance mapping, customer experience improvements, and future content modernization initiatives.

This position offers a unique opportunity to help shape the future of Client's digital policy ecosystem while supporting the vision of establishing the Seller/Servicer Guide as an industry-leading digital policy resource.

2-5 years of relevant experience with a strong mortgage background. Excellent communication, writing, organizational, and stakeholder collaboration skills. Ability to review and support changes / updates to guides and ensure they are aligned with policy and governance standards. Familiar with AI tools. Must be a self-starter and able to take initiative.

• Support ongoing Guide optimization and modernization initiatives.
• Maintain governance processes that ensure the accuracy, integrity, and consistency of Guide content.
• Improve customer experience through the delivery of clear, searchable, and consumable policy information.
• Support efficient publication, governance, and content maintenance activities across the Guide ecosystem.
• Use data, customer feedback, and performance metrics to identify content improvement opportunities.
• Leverage Artificial Intelligence and automation capabilities to improve governance efficiency, consistency, and scalability.
• Contribute to Clients vision of establishing the Seller/Servicer Guide as an industry-leading digital policy resource.

• Review monthly Guide publications and identify content impacts.
• Analyze additions, deletions, relocations, renumbering, and title changes across Guide sections.
• Maintain Guide governance tracking and documentation.
• Support publication readiness reviews and post-publication validation activities.
• Coordinate governance activities associated with routine Guide updates.
• Ensure governance records and supporting documentation are maintained in accordance with established procedures.
• Partner with stakeholders to communicate and implement Guide-related changes.
• Maintain and update Guide governance mapping inventories and associated governance documentation.
• Analyze published Guide changes and perform required mapping updates.
• Validate Guide references, cross-references, and content relationships for accuracy.
• Conduct and support quality assurance reviews of governance mapping updates.
• Manage version control, archival activities, and documentation maintenance.
• Identify process enhancement opportunities to improve governance mapping efficiency and accuracy.

• Conduct governance reviews utilizing established FAQ Product Standards.
• Validate Guide citations and supporting policy references.
• Identify duplicate, overlapping, outdated, or conflicting FAQ content.
• Recommend optimization, consolidation, retirement, and maintenance actions.
• Support FAQ publication readiness and quality review activities.
• Manage FAQ governance inventories, tracking repositories, and governance metrics.
• Ensure customer-facing FAQ content remains aligned with current Guide policy.

• Identify FAQ opportunities from customer inquiries, Contact Center interactions, lender feedback, stakeholder requests, knowledge articles, and Guide content.
• Draft and maintain FAQ content using approved content standards and governance frameworks.
• Analyze content performance metrics and customer feedback to support prioritization decisions.
• Distinguish between FAQ opportunities, Guide enhancement opportunities, and true Guide gaps.
• Support continuous content improvement initiatives across the Guide ecosystem.
• Utilize Generative AI and AI-powered tools to support FAQ governance, Guide governance, content analysis, quality control, and publication readiness activities.
• Execute and validate AI-enabled workflows designed to improve consistency and reduce manual effort.
• Create, test, optimize, and maintain prompts used for FAQ creation, FAQ governance, Guide governance, content…