Operations Project Consultant

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!
 

Job Description:

This job is responsible for handling medium to large projects for a Line of Business that may be regional or national in scope. Key responsibilities include recommending policy and procedural changes and developing measurement criteria and project plans such as cost and resource estimates. Job expectations include working with senior management to evaluate current methods and develop strategies to implement change and improvements brought about by the project.

LOB Job Description:

The Operations Project Consultant supports Client Services by transforming data into actionable insights that improve client experience performance across multiple business segments. This role applies reporting, analytics, client survey data, and client journey insight to identify trends, performance drivers, and opportunities for improvement. The consultant partners with cross-functional teams to deliver data-driven recommendations, contributing to operational and client experience initiatives with increasing scope and independence.

Responsibilities:

• Analyzes current state processes, existing operations, procedures, and workflows and discovers pain points to develop approaches for potential solutions, including building a business case for improvement recommendations and driving the execution of implementation

• Coordinates with the business to support defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures

• Supports partnerships with operations management to create project impact and provide direction and guidance to internal teams

• Establishes and maintains relationships with relevant client stakeholders to communicate updates and escalate issues

• Performs risk management activities to minimize project risks

• Assists with creating and maintaining comprehensive project documentation

• Leverages business knowledge to identify opportunities for improvement and supports change execution

• Performs multi-variate analysis using reporting, analytics, client survey (Voice of the Client), and client journey data to identify trends and insights impacting client experience performance.

• Identify drivers of client experience performance, including satisfaction, effort, pain points, and moments that matter across the client lifecycle.

• Support client experience and operational improvement initiatives by contributing analysis, insights, and performance tracking.

• Partner with Client Services leadership to align insights with strategic objectives and execution plans.

• Track performance against key client experience and operational KPIs, providing ongoing monitoring and insight to support continuous improvement.

• Translate complex analytical findings into executive-ready presentations and narratives tailored to various stakeholder audiences.

• Establish repeatable analytical approaches and best practices for client experience measurement, reporting, and insight generation.

Required Qualifications:

• 2+ years of experience within Operations / related work experience

• Demonstrated experience using data and analytics to drive client experience or operational performance improvements.

• Strong analytical and problem-solving skills with the ability to connect data insights to business outcomes.

• Proficiency with reporting and data visualization tools (e.g., Excel)

• Excellent written and verbal communication skills

Desired Qualifications:

• SQL (Data Storage) experience

• Tableau (Data Visualization Software) usage experience

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