Digital Operations Strategy and Transformation

Job Description

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 and analytics to help accelerate smarter, more seamless customer journeys.

As a Digital Operations Collaboration Associate in 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. You will also be collaborating with cross-functional teams, tracking key success metrics, and internal communications across the organization.

• Assist in developing and executing strategies to integrate digital solutions with CCB Operations, focusing on reducing friction and enhancing customer journeys
• 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

• 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

• Experience in financial services or a similar industry
• Experience supporting or presenting to executive leadership
• Experience supporting more than one CCB Operations Function/Line of Business

We are an equal‑opportunity employer and place a high value on diversity and inclusion. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.