Digital Connected Banking Operations & Readiness - Product Delivery, Associate

Drive operational excellence by monitoring customer experience, contact center performance, complaint trends, and quality outcomes across Digital Connected Banking journeys. 

As a Product Delivery Associate within the Digital Connected Banking Operations & Readiness team, you will analyze operational and customer data, deliver actionable insights, and partner with Product, Operations, Risk, Compliance, and Control teams to identify opportunities, mitigate risks, and support continuous improvement initiatives.  You will turn data from call center metrics, quality results, and complaints into clear reporting and actionable insights. You will coordinate with Product, Operations, Risk, and Compliance partners to track follow-ups, surface emerging risks, and support continuous improvement.

Job Responsibilities

• Monitor & analyze operational metrics, including service levels, average handle time, abandonment rates, quality scores, customer satisfaction, and complaint trends
• Identify performance gaps, operational risks, and improvement opportunities to enhance customer experience and business outcomes
• Develop and distribute reporting, dashboards, executive summaries, and performance insights for key stakeholders
• Review escalated customer complaints and feedback to support timely investigation, resolution, and appropriate escalation
• Analyze complaint volumes, root causes, quality monitoring results, and customer interactions to identify emerging trends and operational issues
• Partner with Product, Operations, Risk, and Compliance teams to track remediation efforts, manage follow-ups, and support risk mitigation activities
• Recommend and support implementation of process enhancements, controls, and service delivery improvements based on data-driven insights
• Monitor the effectiveness of operational changes and validate improvement outcomes through ongoing performance analysis
• Support continuous improvement initiatives by identifying efficiencies and opportunities to strengthen operational readiness and customer experience
• Maintain accurate documentation, reporting processes, and governance routines to support business and regulatory requirements

Required Qualifications, Capabilities, and Skills

• Bachelor's degree or equivalent experience.
• 2+ years of experience in Product Operations, Contact Center Operations, Customer Experience, Complaint Management, Quality Assurance, Product Delivery, or related field
• Strong analytical and problem-solving skills with the ability to interpret operational data, identify trends, and develop actionable insights
• Experience creating dashboards, performance reporting, and executive-level presentations
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining exceptional attention to detail
• Strong communication and stakeholder management skills with the ability to collaborate across functional teams
• Proficiency in Microsoft Office Suite and reporting/data analysis tools
• Experience supporting operational processes, performance monitoring, or continuous improvement initiatives

Preferred Qualifications, Capabilities, and Skills

• Experience supporting regulated financial services products or customer-facing operations
• Knowledge of complaint management, quality assurance, operational risk, controls, and compliance frameworks
• Familiarity with Voice of Customer (VoC) programs, contact center performance management, and customer experience measurement
• Experience identifying and implementing process improvements through data analysis and operational insights
• Advanced Excel and data reporting capabilities