Business Strategy & Intelligence Manager - Client Experience

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:

The Consumer Client Experience and Governance team is responsible for delivering responsible growth by focusing on the client to transform the business and manage risk. The Consumer Client Experience Team specifically is seeking an experienced, motivated individual to join our high performing team as a Strategy and Intelligence Manager.

As part of the Consumer Client Experience Team, the Business Strategy and Intelligence Manager will play a critical role in shaping and advancing our Consumer Client Experience strategy. This individual will lead cross-functional integration efforts, partnering across teams to design and implement innovative strategies and initiatives that drive growth and elevate the client experience. The ideal candidate will be a strategic thinker with a proven track record of successfully executing large scale business priorities. They will bring a broad cross-functional background, strong interpersonal skills, and the ability to influence and collaborate effectively with senior leaders to drive meaningful change. Because this role is centered on Client Experience innovation, we are seeking a change agent - someone with vision, enthusiasm and a deep commitment to improving the experience of our clients.

Responsibilities:

• Develop and execute Client Experience initiatives that align with the broader Consumer Client Experience strategy, driving measurable improvements in growth and satisfaction

• Partner and communicate effectively across the organization to gather insights, craft compelling storylines and influence change that enhances the Client Experience

• Collaborate across the Consumer business to develop a cohesive Client Experience narrative that senior leaders can share externally, showcasing our commitment to clients and our brand's impact

• Highlight the power of our people and brand by operationalizing storytelling of real client experiences in a consistent, scalable way.

• Develop and deliver executive level messaging and presentations - both planned and ad hoc - that articulate the client experience strategy, progress and results

• Champion innovation by staying current on industry trends and competitive insights, applying external best practices to strengthen our client experience strategy

• Collaborate with Marketing and Communications to ensure consistent messaging of the client experience strategy internally and externally

Required Skills:

• 5+ years experience in Financial Services

• Has previously held Senior Leader roles and has a proven track record of success that can be demonstrated  

• Acts as a change agent demonstrated by success in prior roles

• Passion and enthusiasm for our Clients and driving change to improve their experience

• Ability to collaborate with and influence various leaders, including senior executives and strategic partners

• Must have experience in both the development and delivery of presentations to Senior Executives

• Must be able to adapt to a fast paced/changing environment; flexible to balance multiple needs and competing priorities

• Outstanding verbal and written communication skills; ability to simplify and summarize complex topics.

• Self motivated and strong ability to work autonomously; Ability to grasp new concepts in short time frames

• Demonstrated ability to build partnerships and work with multiple partners

• Microsoft Office expertise, PowerPoint and Excel specifically

Desired Qualifications:

• Exceptional presentation development and storytelling abilities

• Background in program management, change management and data analytics