[Hiring] Client Engagement Center AI Solutions Analyst @Banner Bank

Role Description

The Client Engagement AI Solutions Analyst improves customer and agent experiences by transforming engagement data into actionable insights and continuously optimizing AI-powered interactions. This role is responsible for measuring what matters—experience, effort, and outcomes. They tune AI models and conversation flows while ensuring compliance, safety, and brand voice consistency across all conversational channels.

• 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.

Qualifications

• Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a related field (Required).
• 2 or more years of experience in contact center operations, customer experience, business analytics, and AI/automation environments (Required).
• Equivalent combination of education and experience can be considered in lieu of a degree.

Requirements

• Understanding of customer journeys, service design principles, and customer experience metrics such as CES, CSAT, NPS, sentiment, and customer effort.
• Ability to interpret voice-of-customer insights gathered through surveys, interactions, digital channels, and frontline feedback.
• Knowledge of contact center operations, agent workflows, queue management, and routing systems.
• Experience working with conversational AI solutions and understanding of intents, training data, prompts, and routing logic.
• Ability to monitor and optimize AI performance, including accuracy, containment, model drift, safety, and operational effectiveness.
• Understanding of conversation design best practices, including structured dialogue flows, persona development, tone, and brand voice.
• Familiarity with AI governance principles, responsible AI practices, legal considerations, and brand standards.
• Strong analytical skills to identify trends, patterns, correlations, and opportunities within large and complex datasets.
• Proficiency with analytics and data visualization tools such as Power BI and Tableau.
• Ability to analyze sentiment, behavioral data, and operational metrics to generate practical business recommendations.
• Experience designing and evaluating A/B tests, pilots, experiments, and performance benchmarks.
• Application of Lean Six Sigma principles to identify inefficiencies, eliminate waste, improve quality, and drive meaningful process improvements.
• Ability to translate complex information into compelling presentations, reports, documentation, and executive-ready insights.
• Strong communication, facilitation, relationship building, and influencing skills across diverse stakeholder groups.
• Ability to manage multiple priorities while maintaining strong attention to detail, curiosity, and a proactive mindset.

Benefits

• Targeted starting salary range (based on experience): $33.00 - $45.00
• 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 Description

Banner Bank is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, marital status, age, disability or protected veteran status.