Customer Segment Consultant II

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Enterprise Job Description:
This role supports process design initiatives by delivering data-driven insights and developing forecasting models to inform strategic and operational decisions. The position partners with business and operations leaders to analyze processes, identify optimization opportunities, and design scalable, future-state solutions.

Key Responsibilities:

Process Design & Optimization

•           Analyze end-to-end business processes to identify inefficiencies, risks, and improvement opportunities

•           Partner with stakeholders to design future-state processes that are scalable, repeatable, and aligned to business strategy

•           Translate business requirements into analytical frameworks, process flows, and measurable success criteria

•           Support change initiatives by defining performance metrics and tracking post-implementation outcomes

Data-Driven Insights

•           Synthesize complex data from multiple sources to deliver actionable insights for leadership

•           Develop dashboards, reports, and executive-ready summaries that clearly link data to decisions

•           Establish KPIs and leading indicators to monitor process health and performance over time

•           Ensure data integrity and consistency across analyses

Forecasting & Modeling

•           Build and maintain forecasting models to support process design and/or performance improvement

•           Perform scenario modeling and sensitivity analysis to support strategic choices

•           Continuously refine models based on new data, changing assumptions, and business needs

Stakeholder Partnership

•           Serve as a thought partner to business leaders, strategy teams, and operations

•           Clearly communicate findings, recommendations, and trade-offs to both technical and non-technical audiences

•           Influence decisions by connecting analytics to operational and financial impacts

Required Qualifications:

            5+ years in role accountable for forecasting, and/or data analysis

•           Proficiency in MS PowerPoint & Excel

•           Proficiency in analyzing large data sets, SQL, Power BI tools

•           Experience in Financial Center/Contact Center and operational practices including field leader activities, routines, business reports and underlying information/drivers

•           Excellent verbal and written communications, high attention to detail

•           Must be able to effectively mitigate conflict and work effectively under aggressive deadlines

•           Understanding of One Team partner practices

Desired Qualifications:

  Master’s degree (MBA, MS Analytics, MS Operations, or similar)

•  Experience supporting large-scale transformation or process redesign initiatives

•  Familiarity with Lean, Six Sigma, or other process improvement methodologies

•  Experience in workforce planning, operational forecasting, or enterprise reporting environments

Responsibilities:

• Provides oversight and direction for multiple workstreams within enterprise initiatives, ensuring alignment with overall transformation goals and business strategy
• Defines workstream objectives, timelines, and deliverables, and lead disciplined execution to achieve measurable outcomes.
• Coordinates efforts across product, channel, and operations teams to ensure seamless integration and progress across workstreams
• Engages with senior leaders and executive stakeholders to influence priorities, maintain governance standards, and ensure accountability
• Drive innovation and support change leadership by identifying opportunities for improvement and fostering a culture of continuous transformation

Skills:

• Attention to Detail
• Change Management
• Oral Communications
• Process Management
• Risk Management
• Collaboration
• Customer and Client Focus
• Decision Making
• Problem Solving
• Result Orientation
• Business Analytics
• Process Design
• Process Simplification
• Recording/Organizing Information
• Written Communications

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: 

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