Client Experience Analyst

• Collaborates with the Lines of Business Stakeholders to identify process gaps and improvement needs to develop wish list
• Through feedback, analyze day 1 baseline of excellence, and through deployment of initiatives, continue to monitor and report on impact to client satisfaction
• Identify hard and soft target benefits of process improvement opportunities to be used as prioritization drivers
• Provide insights regarding quantitative and qualitative developments using periodical reports and/or analyses
• Coach and train colleagues on any specific related OpEx improvements.
• Coordinate, monitor, and drive project activities, manage project risks, issues, changes, and resources, and take corrective actions when necessary. Decides and initiates action.
• Must be able to effectively communicate the scope of projects and report to upper management with weekly status reports.
• Help support and develop a culture that promotes operational excellence and continuous improvements.
• Provides the project team with a clear sense of direction, motivating and empowering them to initiate sustainable improvements to their current processes and work environments.
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Must-Have*

• Bachelor's Degree
• Minimum 3 years experience in role influencing Operational Excellence/Process Improvement/Client Experience
• Minimum 2 years of project management experience

Skills and Knowledge

• Solid awareness of operations and business processes.
• Preferred experience with Mortgage or Commercial Loan Operations
• Superior interpersonal skills, & communication skills and ability to effectively manage conflicts and negotiations while providing impact and influence
• Strong analytic skills with proven track record of creating data sets for useful insights
• Strong verbal and written communication skills, in addition to strong presentation skills
• Strong judgment skills to make sound business decisions and resolve issues in a clear, calm, and diplomatic manner
• Advanced skillset and proficiency with Microsoft Word, Excel, and PowerPoint, in addition to web-based applications
• Excellent organizational skills.
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
• Ability to recognize, analyze, and solve a variety of problems.
• Proficient in project planning and life cycle development.
• Strong ability to prioritize multiple projects
• Ability to work well within a team setting.
• Strong organizational and analytical skills.
• Highly developed leadership and interpersonal skills.