Customer Segment Consultant I : Reporting & Workforce Management Systems Support

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Enterprise Job Description:

The Customer Segment Consultant 1 is responsible for providing analytical, reporting, and operational support for initiatives aligned with enterprise strategy and performance goals across Customer Segments. This role partners with product, channel, technology, and business teams to deliver actionable insights, maintain critical reporting and workforce management applications, and support data-driven decision-making. The position is accountable for reporting, analysis, application administration, initiative coordination, and stakeholder communications.

The Customer Segment Consultant 1 primarily serves as a reporting and analytics specialist supporting contact center performance management through dashboard development, report administration, application maintenance, and business intelligence solutions. This role is responsible for the creation, maintenance, and delivery of operational and executive reporting, including KPI scorecards, performance metrics, trend analysis, and ad hoc reporting requests. The consultant provides historical and real-time performance insights to business leaders and executive management while ensuring the accuracy, integrity, and reliability of reporting systems and data.

In addition, the role supports workforce management technologies, including administration and Level 1 support for NICE IEX/EEM applications. Responsibilities include troubleshooting user issues, supporting system access and administration, testing technology enhancements, and partnering with enterprise technology teams to optimize reporting and workforce management capabilities.

Key Responsibilities

•Design, develop, maintain, and publish operational dashboards, KPI scorecards, and performance reporting packages for daily, weekly, monthly, and quarterly business reviews.

•Generate, validate, and administer reports using OBI, Excel, Power Query, and other business intelligence tools to support operational and executive decision-making.

•Provide historical, current, and trend-based performance analysis for business partners, leadership teams, and executive stakeholders.

•Maintain and support OBI and OBI Answers applications, ensuring reporting accuracy, data integrity, and application functionality.

•Partner with technology teams to implement enhancements, support upgrades, and validate system changes impacting reporting and analytics platforms.

•Ensure contact center performance goals are supported through accurate reporting, application maintenance, and technology solutions.

•Build and maintain strategic partnerships with business leaders, technology partners, reporting teams, and operational stakeholders to support business initiatives and performance objectives.

•Provide Level 1 support and administration for NICE IEX/EEM workforce management applications, including troubleshooting, access support, and issue resolution.

•Serve as a subject matter expert for NICE IEX/EEM administrative processes and workforce management system functionality.

•Conduct testing and validation activities for reporting and workforce management system updates, upgrades, and enhancements to ensure accuracy and reliability.

Process system access requests and support application governance and compliance activities.

•Develop and maintain documentation,