Product Delivery Associate - Voice Data and Architecture

During your career journey, you will have the opportunity to work in a diverse and equitable organizational culture that embraces development of individual competencies, creates a core understanding of the business operations, solutions and services and inclusive practice that values your perspectives fostering individual growth and career mobility. 

As a Product Analyst in the Voice Product team you will support or lead a complex set of work to reshape and enrich our data environment, function as an Area Product Designee that works with our technology partners and agile leads to prioritize our feature development.  Data integrity and quality is one of our guiding principles and a core requirement for our business operations and workforce management partners. Our recipe for success is the continued demonstration of our competencies in action across each opportunity.

As a product team member, your intellectual capital, analytical and problem-solving skills will place you on the cutting edge of defining the vision, creating the strategy and building the solution roadmap that delivers value for our team members, wide array of employees, as well as millions of customers that leverage our products and services.  

The Consumer & Community Banking Operations Customer Channel Voice Product defines and delivers a platform that supports global customer/client contact center solutions that provide business agility, operational efficiency, and integration across business functions and contact channels that enable any specialist, any interaction type, in any location. The group consists of seven area products which includes Call Orchestration & Routing, Call Recording, Playback & Analytics, Consumer Bank Telephony Strategy, End User Technology, Interactive Voice Response (IVR), Outbound Contact and Business Architecture, Data Re-Engineering and Core Telephony Services.   

Job Responsibilities

• Manage data and reporting environments:  models, hierarchy, definitions, elements, database schemas and data structures
• Develop and analyze of data flows, inclusive of ingestion, publishing and consumption
• Facilitate client engagements and discovery sessions, required to develop functional requirements
• Manage execution impairments:  escalations, defects, risks and controls to ensure  cross-team alignment, while maintaining delivery schedule, adherence with legal, controls, and regulatory guidance
• Prioritizing, directing, and monitoring activities of high complexity and delivering information, insights, and solutions that inform business strategies  
• Manage agile practices as the Area Product Designee in support of features and capabilities in partnership with product, operational, financial, and technical resources
• Managing development across ~40 Scrum teams and 250 technology team members; Product comprised of seven area product owners, with ~150 product aligned team members, 
• Develop recommendations to strengthen internal controls and improve operational efficiency 
• Demonstrate strong communications and messaging across multiple levels in the organization

Required qualifications, capabilities and skills:

• Minimum 2 years of business analysis experience 
• Minimum 2 years of leadership experience
• Knowledge of Contact Center Drivers, Metrics, and Operational Dynamics
• Strong collaboration with cross team engagement and provide guidance to team members
• Core understanding of data engineering, data analysis and data consumption practices
• Ability to analyze complex problems, evaluate data, create insights and identify alternative solutions with a strategic lens
• Culture carrier with the ability to champion change and influence people to adopt new ways of performing work by demonstrating effectiveness in interpersonal, verbal and written communication skills
• Ability to influence peers and stakeholders to accomplish team goals and objectives
• Building a personal value proposition that establishes trust, fosters competency development and guides management of cross-functional team
• Foundational to Intermediate Skills in SQL tools and MS Office is a must

Preferred qualifications, capabilities and skills:

• Preferred knowledge of data management tools:Amazon S3, Snowflake, Oracle Golden Gate (OGG), Alteryx, Cassandra 
• Preferred knowledge with agile practices and delivery methodologies (ie; scrum, kanban, backlog, velocity, capacity, efficiency)
• Preferred understanding of JIRA, Confluence and Microsoft Teams