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Client Engagement Center AI Solutions Analyst- Remote Washington

3 hours, 54 minutes ago
United States
Full-time
Junior
Data Analyst
Data Science and Analytics
Power BI Tableau
Apply Now
Banner Bank

Banner Bank

Banner Bank: Established community bank offering personal and commercial banking services in the Western U.S.

Banks
1K-5K
Founded 1890
View All Jobs 2

Description

  • Analyze AI interaction, sentiment, emotion, and voice-of-customer data to identify friction points and improvement opportunities.
  • Produce actionable insights that inform operational decisions, service enhancements, and customer and agent outcomes.
  • Monitor and optimize virtual assistant flows, classification models, prompts, routing logic, and other AI-powered interactions.
  • Test virtual assistants and AI functions, and monitor automation and model performance for accuracy, SLA adherence, and process alignment.
  • Implement updates to intents, training data, and conversation design to improve accuracy, containment, and experience quality.
  • Evaluate agent-assist performance to ensure guidance is high-quality, compliant, and context relevant.
  • Collaborate with frontline leaders, supervisors, training teams, and CX partners to drive adoption and incorporate feedback into AI improvements.
  • Conduct A/B tests, pilots, and controlled experiments to validate enhancements and new solutions.
  • Apply Lean Six Sigma methods and support continuous improvement projects to reduce waste and improve quality and efficiency.
  • Maintain documentation, participate in AI model reviews, escalate incidents, and create reports and visualizations for stakeholders and leadership.

Requirements

  • Bachelor’s degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a related field (required).
  • Equivalent combination of education and experience may be considered in lieu of a degree.
  • 2 or more years of experience in contact center operations, customer experience, business analytics, or AI/automation environments (required).
  • Understanding of customer journeys, service design principles, and experience metrics such as CES, CSAT, NPS, sentiment, and customer effort.
  • Ability to interpret voice-of-customer insights from surveys, interactions, digital channels, and frontline feedback.
  • Knowledge of contact center operations, agent workflows, queue management, and routing systems.
  • Experience with conversational AI solutions, including intents, training data, prompts, and routing logic.
  • Ability to monitor AI performance, including accuracy, containment, model drift, safety, and operational effectiveness.
  • Familiarity with AI governance principles, responsible AI practices, legal considerations, and brand standards.
  • Proficiency with analytics and data visualization tools such as Power BI and Tableau.
  • Experience designing and evaluating A/B tests, pilots, experiments, and performance benchmarks.
  • Lean Six Sigma knowledge and experience applying continuous improvement principles, ideally at Green Belt level.

Benefits

  • Targeted starting salary range of $33.00 to $45.00 per hour, based on experience.
  • Annual incentive potential.
  • Comprehensive medical, dental, vision, LTD, STD, and life insurance coverage.
  • Paid vacation time, sick time, and 11 company-paid holidays.
  • 401(k) plan with up to 4% match.
  • Tuition reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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