Lead end-to-end product delivery processes, manage dependencies, and liaise with stakeholders to enhance customer experiences in the Digital & Design Client Onboarding team.
Responsibilities
Leads end-to-end product delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting
Leads the completion of change management activities across functional partners and ensures adherence to the firm’s risk, controls, compliance, and regulatory requirements
Effectively manages timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners
Senior Business Analyst supporting a multi-year Customer Transformation program focused on modernizing core customer operations, customer information systems, business processes, and technology capabilities.
Compensation
Rate: $80–$90/hour
Responsibilities
Support Customer Transformation initiatives related to core customer information systems, customer account data, billing, rates, payment programs, and customer operations.
Partner with business and IT stakeholders to understand current-state CIS processes, data flows, pain points, and business requirements.
Help define future-state processes and solution needs that support improved customer experience, operational efficiency, and employee enablement.
Assess how CIS changes impact upstream and downstream business areas, including finance, billing, rates, customer operations, digital channels, reporting, and integrated systems.
Support scalable solution design that aligns with business needs, customer requirements, and program objectives.
Requirements
Bachelor's degree in a related field
Nice to have: Utilities or energy industry experience
Nice to have: SAP experience in customer, billing, finance, rates, or utility-related environments
Support a multi-year Customer Transformation program focused on modernizing the customer experience through process, technology, digital channels, and ways of working.
Compensation
Rate: $57–$67/hour
Responsibilities
Support implementation of the Customer Transformation program’s product roadmap for omni-channel digital experiences
Partner with business leaders, SMEs, IT teams, service integration partners, and digital vendors to define and validate business needs
Help design scalable, customer-centered solutions that improve digital engagement and operational effectiveness
Support modernization efforts that improve customer experience, employee enablement, and adoption of new tools and ways of working
Provide strategic insight and analysis to leadership and business partners related to innovative, reliable, and efficient customer experiences
Requirements
Bachelor's degree
Nice to have: Project Management
Nice to have: Experience with utility, energy, or regulated industry environments
Nice to have: Experience supporting customer transformation, digital transformation, customer experience, or product roadmap initiatives
Nice to have: Experience with web self-service, mobile applications, chatbots, customer alerts, digital channels, or omni-channel customer platforms
Skills
Commercial Card- Product Delivery Manager- Vice President
Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation.
Compensation
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
Responsibilities
Leads end-to-end product delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while escalating opportunities to improve efficiencies and functional coordination
Leads the completion of change management activities across functional partners and ensures adherence to the firm’s risk, controls, compliance, and regulatory requirements
Effectively manages timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners
Continuously evaluate and improve delivery processes to enhance efficiency and effectiveness
Strengthen controls by liaising with control partners and product leaders to identify risks, strategies to mitigate risks, maintaining controls and activities to ensure compliance to controls
As a Senior Product Delivery Associate within the Client Onboarding and Service (COS) Product team, you are trusted with enabling the delivery of products in a stable and scalable way, identifying and delivering impactful solutions across onboarding, servicing, and contact center journeys.
Compensation
competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity
Responsibilities
Lead interviews, call listening, and journey mapping across onboarding, servicing, and contact center channels (voice, chat, email, self-service)
Translate operational pain points into clear hypotheses with measurable business outcomes, including cycle time, exception rates, containment, FCR, AHT, ASA, abandon rates, QA pass rates, and CSAT/NPS
Prioritize opportunities based on value, feasibility, risk, and client impact, defining success criteria and guardrails
Collaborate with Operations, Product, and Risk to ensure solutions address real workflow friction
Design structured prompt patterns and interaction flows for agent assist, case triage, classification, summarization, and document processing
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