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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
The Customer Segment Consultant I is accountable for design, analysis, execution and/or ongoing sustainment support for a program initiative within the enterprise strategy and performance goals for one of the Customer Segments (i.e. Retail, Preferred & Small Business). Provides support to senior team leader and partners with product(s) and channel(s) teams to drive execution and integrate delivery to ensure the customer view is at the forefront of decisions in the achievement of goals. Accountable for initiative support, coordination, robust analysis and communications.

This job is responsible for leading the design, analysis, execution, and sustainment of strategic initiatives that support enterprise goals within a business segment. Key responsibilities include analyzing processes to identify improvements, coordinating project tasks, managing risks, and partnering with product, channel, and operations teams for integrated execution. Job expectations include building business cases, maintaining stakeholder relationships, supporting change management, and creating documentation to ensure transparency and long-term success.

Responsibilities:

• Develop, maintain, and manage long- and short-term capacity plans, attrition reporting and trended attrition rates to ensure forecast accuracy, efficiency, and alignment with the line of business objectives and overall headcount strategy
• Facilitating project calls with key business partners and stakeholders to drive timely decision making
• Strong understanding of all the segments and lines of business  we support, and the overall career progression framework that impacts attrition across Centralized
• Continued monitoring and review of capacity models, attrition reports and impacted forecast models with appropriate adjustments as a result of changes or unforeseen circumstances
• Continue to partner with teammates to ensure hiring aligns to anticipated attrition and business need based on current financial forecast
• Ensure communications and recommendations align to overall financial forecast and site strategy across the channel and develop views of attrition across Centralized to bring leaders early line of sight to trends
• AdHoc analysis as needed determined by organizational strategic direction and upcoming initiatives impacting the line of business and segment levels
• Leads the design, analysis, and implementation of strategic initiatives that align with enterprise goals within a business segment
• Analyzes existing processes to identify opportunities for efficiency, effectiveness, and long-term sustainability
• Coordinates project tasks across teams and manage risks to ensure timely and successful delivery of initiatives
• Collaborates with product, channel, and operations teams to ensure integrated execution and alignment with business objectives
• Builds business cases, maintain stakeholder relationships, support change management efforts, and create documentation to promote transparency and long-term success

Required Qualifications

• 3+ years in role accountable for workforce management, capacity planning, reporting and/or data analysis
• Understanding of resource management, FTE allocation as it aligns to overall business strategy
• Excellent communicator with the ability to convey information, influence  and collaborate with leaders and partners at manager / executive levels (vertical/horizontal)
• Excellent verbal and written communications, high attention to detail
• Strong analytical skills including awareness of data inaccuracies and solution-focused problem solving ability
• Experience working with Excel (PQ, PowerPivot, Advanced Formulas), PowerPoint, Word
• Ability to identify important trends in large data sets and communicate impacts to mid and senior level leadership
• Able to network, build and foster productive relationships with line of business partners and other subject matter experts across the organization
• Ability to prepare quantitative analysis that aligns to current and future strategic planning initiatives
• Aptitude for learning new skills, tools, and processes
• Self-motivated, self-directed and able to manage priorities and changes without sacrificing quality or timelines 
• Experience with operational practices within Consumer Investments, Preferred Lending or Consumer Banking

Desired Qualifications:

• Knowledge of capacity planning and workforce management
• Familiarity with Consumer Investments
• Experience working with SQL, Hadoop, Teradata, TOAD, MicroStrategy, Tableau
• Familiarity with internal data sources including MIDAS, W, SDP, CMC, OBI
• Ability to use SQL to find and deliver data from various databases and platforms
• Strong knowledge of Centralized Consumer Investments

Skills:

• Active Listening
• Attention to Detail
• Collaboration
• Critical Thinking
• Written Communications
• Decision Making
• Influence
• Oral Communications
• Prioritization
• Problem Solving
• Adaptability
• Customer and Client Focus
• Data Management
• Emotional Intelligence
• Risk Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - WA - Lynnwood - 3220 188th St SW - ALDERWOOD BC (WA4101)

Pay and benefits information

Pay range

$78,000.00 - $118,600.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.