Job TitleLeverages advanced design thinking and process engineering expertise to reimagine, modernize, and transform KeyBank by optimizing end-to-end processes, elevating user experiences, and informing optimal technical solutions (e.g. AI, automation, optical character recognition, internal/external platforms, etc.) that drive enterprise-wide growth and operational excellence.Job DescriptionPreferred: Northeast Ohio (Cleveland) or Western NY (Buffalo).Questions that must be answered and submitted with resumes:Walk me through a recent current-state? future-state effort.
How did you analyze? What artifacts did you produce?Which mapping standards/tools have you used (BPMN, Visio, Lucid, Signavio)?Describe how you translate workshop output into business + technical requirements.Describe how you ensure both external client and internal user experiences are being considered within your designs?Have you built SIPOC or RACI artifacts to clarify roles/hand-offs?Example of enabling automation/AI/OCR/platform work with your requirements?How do you ramp into a new domain quickly and manage parallel workstreams?Role SummaryThis contract role provides surge capacity to support multiple concurrent CX/process engineering initiatives across the enterprise. You will quickly ramp into active workstreams, lead discovery and facilitation sessions, document current-state processes and experiences, identify improvement opportunities, and translate findings into clear business and technical requirements to enable solutions such as automation, AI, OCR, and platform enhancements.What You'll Deliver (Outcomes)Current-state process maps and experience/journey documentation using established standardsAnalysis and synthesis of qualitative + quantitative insights to surface pain points, root causes, and opportunitiesFuture-state workflows and recommendations that improve experience, growth, efficiency, reduce risk or expensesClear requirements (business + technical) that enable automation/AI/OCR/platform solutionsFacilitation outputs: workshop agendas, artifacts, decisions, and action plansChange adoption support materials (impacts, comms, stakeholder readiness)Key ResponsibilitiesLead and/or support discovery with cross-functional partners; create a clear scope and problem framingDesign and facilitate working sessions with stakeholders, capture outputs and drive closureBuild reusable artifacts (process maps, RACI/SIPOC where applicable, requirements, documentation)Partner closely with internal leads to support parallel workstreams and maintain delivery momentumCommunicate progress, risks, and dependencies with strong documentation disciplineRequired SkillsBusiness process management / end-to-end experience and process design inclusive of tool utilization and documentationAnalytical problem-solving; comfort with ambiguity and complex environmentsStrong facilitation and stakeholder management (including senior stakeholders)Requirements writing and translation of designs into implementable needsExperience supporting transformation initiatives and sustaining adoptionPreferred ExperienceFinancial services domain exposureSalesforce domain experienceLoan Ops / Wealth Ops process and technical exposureExperience & EducationBachelor's degree (Business, Engineering, or related)5+ years leading cross-functional process improvement and/or design thinking initiatives focused on client and/or employee experience.Certifications (Preferred)Lean / Six SigmaUser-Centered Design