Business Transformation Senior Assoc

Are you passionate about transforming client onboarding and service operations through innovative AI solutions? Join us to drive meaningful change, enhance client experience, and shape the future of operational excellence. As part of our team, you will help unlock high-value opportunities and deliver scalable, controlled AI-enabled solutions that improve productivity and risk outcomes.

As an AI Opportunity Lead within Client Onboarding & Service Operations, you will identify and deliver impactful solutions across onboarding, servicing, and contact center journeys. You will partner with cross-functional teams to translate operational challenges into actionable, AI-driven improvements, fostering a culture of innovation and continuous enhancement.

Job Responsibilities

• Lead interviews, call listening, and journey mapping across onboarding, servicing, and contact center channels (voice, chat, email, self-service).
• Scope problems, identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial impact. 
• Translate business requirements into automation use cases (e.g., workflow automation, document generation, validation, AI-assisted processes) with measurable business outcomes, including cycle time, exception rates, containment, FCR, AHT, ASA, abandon rates, QA pass rates, and CSAT/NPS.
• Prioritize opportunities based on value, feasibility, risk, and client impact, defining success criteria and guardrails.
• Collaborate with Operations, Product, and Risk to ensure solutions address real workflow friction and partner with Risk, Compliance, and Model Governance to meet model risk controls and documentation requirements.
• Re-engineer processes to enable automation (simplification, standardization, elimination of non-value-add steps)
• Design Human-in-the-Loop workflows, reviewer guidelines, calibration routines, and QA sampling methods.
• Ensure auditability through decision logs, rationale summaries, and traceable inputs/outputs.
• Partner with Data and Technology teams to instrument dashboards linking AI features to business KPIs and risk indicators.
• Support pilot execution, rollout, and scaling of automation initiatives and track delivery milestones, dependencies, and risks
• Co-create training materials, playbooks, and quick reference guides for front-line teams and run pilots and structured feedback loops with Operations and Contact Center leaders.

Required qualifications, capabilities, and skills

• 4+ years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment.
• Experience working on transformation initiatives end-to-end, delivering business objectives through design (digital-led), systems implementation and operating model / process change
• Strong analytical and problem-solving skills with ability to break down complex processes
• Experience working on process improvement, automation, or digital transformation initiatives
• Strong functional understanding of client onboarding, servicing, and/or contact center operations.
• Proven ability to translate business problems into clear, measurable requirements and acceptance criteria.
• Experience interpreting offline evaluation results and online experiment outcomes to drive decisions.
• Excellent stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and Compliance.
• Strong verbal, written communications and presentation skills – ability to articulate and tell a story

Preferred qualifications, capabilities, and skills

• Experience building gold sets, error taxonomies, reviewer playbooks, and calibration frameworks.
• Working knowledge of retrieval, grounding, and prompt safety patterns; awareness of common failure modes and mitigations.
• Familiarity with BI tools and KPI dashboards; ability to interpret analytics or basic SQL outputs.
• Background in service blueprinting, Lean/continuous improvement, or change management.
• Understanding of model risk management and responsible AI practices in regulated environments.
• Command of onboarding and service metrics and levers: cycle time, exceptions, containment, FCR, AHT, ASA, abandon, QA, CSAT/NPS.
• Develope experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.