Note: The job is a remote job and is open to candidates in USA. Banner Bank, a well-established financial institution, is seeking a Client Engagement Center AI Solutions Analyst. This role focuses on improving customer and agent experiences by analyzing engagement data and optimizing AI interactions, ensuring compliance and effectiveness.

Responsibilities

• Analyze AI interaction data for client effort, satisfaction, and experience metrics to identify friction points and improvement opportunities; analyze sentiment, emotion, and voice-of-customer data across call, chat, and digital channels to drive product, policy, and journey improvements
• Produce actionable insights that influence operational decisions, service enhancements, and customer and agent outcomes
• Monitor and optimize AI-powered interactions including virtual assistant flows, classification models, prompts, and routing logic; test virtual assistants and other AI functions and monitor automation and AI model performance to ensure accuracy, SLA adherence, and alignment with current processes
• Implement updates to intents, training data, and conversation design to improve accuracy, containment, and experience quality; evaluate agent-assist performance to ensure high-quality, compliant, and context-relevant guidance
• Collaborate with frontline leaders, supervisors, training teams, and CX partners to increase adoption and incorporate feedback into AI improvements; conduct A/B tests, pilots, and controlled experiments to validate enhancements or new solutions
• Apply Lean Six Sigma methodologies to reduce waste, streamline processes, and improve customer and agent outcomes; lead or support Green Belt-level continuous improvement projects focused on quality, efficiency, and service excellence
• Maintain clear documentation of bot logic, model updates, tuning activities, and decision records to support governance and auditability; participate in AI model reviews and ensure all AI outputs align with brand, legal, compliance, and safety guidelines
• Develop data-driven communication, reporting, and visualization materials to summarize insights, trends, and AI and Continuous Improvement performance for stakeholders and leadership; track and escalate incidents related to AI behavior ensuring timely resolution

Skills

• You have a Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a related field (Required)
• You have 2 or more years of experience in contact center operations, customer experience, business analytics, and AI/automation environments (Required)
• You understand that an equivalent combination of education and experience can be considered in lieu of a degree
• You understand customer journeys, service design principles, and customer experience metrics such as CES, CSAT, NPS, sentiment, and customer effort
• You can interpret voice-of-customer insights gathered through surveys, interactions, digital channels, and frontline feedback
• You have knowledge of contact center operations, agent workflows, queue management, and routing systems
• You bring experience working with conversational AI solutions and an understanding of intents, training data, prompts, and routing logic
• You can monitor and optimize AI performance, including accuracy, containment, model drift, safety, and operational effectiveness
• You understand conversation design best practices, including structured dialogue flows, persona development, tone, and brand voice
• You are familiar with AI governance principles, responsible AI practices, legal considerations, and brand standards
• You possess strong analytical skills and can identify trends, patterns, correlations, and opportunities within large and complex datasets
• You are proficient with analytics and data visualization tools such as Power BI and Tableau
• You can analyze sentiment, behavioral data, and operational metrics to generate practical business recommendations
• You have experience designing and evaluating A/B tests, pilots, experiments, and performance benchmarks
• You apply Lean Six Sigma principles to identify inefficiencies, eliminate waste, improve quality, and drive meaningful process improvements
• You can translate complex information into compelling presentations, reports, documentation, and executive-ready insights
• You excel at communication, facilitation, relationship building, and influencing across diverse stakeholder groups
• You effectively manage multiple priorities while maintaining strong attention to detail, curiosity, and a proactive mindset

Benefits

• Annual incentive potential
• Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life
• Paid vacation time, sick time and 11 company paid holidays
• 401k (with up to 4% match)
• Tuition reimbursement

Company Overview

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