Associate, HR Program & Insights

Customers Bank; Malvern (Chester County); On-site; USD 80,000 - 100,000; Full time

Job summary

Customers Bank seeks a seasoned PXT BP Program & Insights Partner to lead AI-driven HR/People Operations initiatives and drive the BP program across the organization.

You will direct projects, execute exit interviews, partner with the CPO, and shape executive-level communications, blending execution with judgment.

Qualifications

• Experience in HR/PXT, People Operations, or related field.
• Ability to manage multiple projects with strong organizational skills.
• Hands-on experience directing AI tools to improve efficiency.
• Strong written and verbal communication; discretion with confidential info.

Responsibilities

• Own operating cadence for PXT BP team, tracking initiatives and workstreams.
• Lead cross-functional projects to improve BP team operations, tools, playbooks.
• Direct AI tools to build dashboards and translate outputs into BP recommendations.
• Act as liaison between BP team and other PXT functions on shared initiatives.
• Identify AI opportunities and lead implementation across the BP team.
• Review AI outputs for accuracy and tone before leadership use.
• Own end-to-end exit interviews and synthesize themes for leadership.
• Oversee talent cycle administration and compensation process coordination.
• Manage workforce planning and org data integrity with Workday.

Skills

Program/Project Management

AI Tools

Cross-functional Collaboration

Communication

Judgment & Discretion

Education

HR Certification (PHR/SHRM)

Tools

Excel

Power BI

Tableau

Job description

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Salary range:

An annual salary range of $80,000–$100,000 is what we expect to pay for this position, based on overall skills and experience.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you:

We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge:

We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability:

We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

What You'll Do

This role is a departure from a traditional strategic Business Partner position. Instead, it is built for someone who thrives at the intersection of program management, sound judgment, and elevating people processes through AI. AI tools are expected to handle the bulk of the analytical, drafting, and reporting workload: this role owns directing that work, validating its accuracy, and applying the judgment AI cannot: exercising discretion in sensitive conversations and making the calls that carry real organizational weight. The PXT BP Program & Insights Partner will drive the operational backbone of the Business Partner team by running projects, owning exit interviews, and partnering with the CPO to shape and quality-check executive-level communications. This is a highly visible role that blends execution, judgment, and discretion, and offers significant exposure to senior leadership.

Business Partner Projects & Processes

• Own and drive the operating cadence for the PXT Business Partner team, including planning and tracking of key initiatives and workstreams.
• Lead cross-functional projects that improve how the Business Partner team operates, including but not limited to process design, tools, playbooks, and standard Business Partner lifecycle deliverables.
• Direct AI tools to build and maintain dashboards and operational reporting; apply judgment to validate accuracy and translate the outputs into recommendations for BP and PXT leadership.
• Act as the connective tissue between the Business Partner team and other PXT functions (Talent Acquisition, Total Rewards, PXT Solutions, etc.) on shared initiatives.

AI-Enabled Ways of Working

• Identify where AI can take on the analytical and administrative load across the Business Partner team's work, and lead implementation of those use cases.
• Serve as an internal champion and 'power user' of AI tools within the Business Partner team, sharing practical use cases and best practices.
• Review AI-generated output for accuracy, tone, and appropriateness before it reaches leadership, and recommend where new AI-driven approaches should be scaled.

Exit Interviews

• Own the end-to-end exit interview process, including scheduling and personally conducting interviews; use AI tools to synthesize themes and draft trend reporting, applying judgment to validate findings before sharing insights with BP and PXT leadership.
• Maintain accurate, confidential exit interview documentation in line with company policy and applicable employment law.

People Cycle Administration

• Own the logistics and execution of the performance management cycle in partnership with strategic BPs and PXT Shared Services.
• Support the compensation cycle (merit, bonus, equity refresh) by coordinating process timelines and validating the accuracy of data; strategic comp decisions and guidance remain with senior BPs and Total Rewards.
• Own the operational cadence of talent review and succession planning processes, enabling leadership to focus on the calibration and talent discussions themselves.

Workforce Data & Planning

• Partner with PXT Shared Services to ensure accuracy of headcount and org data integrity within Workday, applying judgment to investigate and resolve discrepancies AI-generated audits surface.
• Partner with the Talent Acquisition team on workforce planning, tracking to identify risks and gaps for leadership.
• Provide judgment-based oversight for org design and restructuring efforts — flagging potential conflicts and validating AI-generated trackers and communication timelines — in partnership with senior BPs.

Engagement & Culture

• Own the employee engagement survey program end-to-end, completion tracking, and results consolidation, while personally partnering with BPs and leaders to interpret findings and shape meaningful action plans.
• Support the administration of recognition and culture programs across the Business Partner group's client organizations.

Executive Support

• Partner directly with the Chief People Officer to shape the narrative and messaging strategy for executive-level presentations and leadership communications.
• Apply judgment and discretion to review, refine, and quality-check executive materials, ensuring accuracy, tone, and appropriateness for the audience.
• Provide context and strategic framing ahead of leadership meetings and business reviews, drawing on organizational and relationship knowledge that AI does not have access to.

What Do You Need?

Required

• Experience in HR/PXT, People Operations, Program/Project Management, or a related field.
• Demonstrated ability to manage multiple projects simultaneously, with strong organizational and prioritization skills.
• Hands-on experience directing AI tools (e.g., generative AI assistants, automation platforms) to improve efficiency and elevate delivery as a PXT team.
• Strong written and verbal communication skills.
• Sound judgment and discretion in handling confidential and sensitive employee information.
• Comfort operating with ambiguity and building process where none currently exists.

Preferred

• 3+ years of experience in a corporate environment, preferably in Financial Services.
• Prior experience conducting exit interviews.
• Experience directing or reviewing AI-generated dashboards or reporting tools (e.g., Excel, Tableau, Power BI, or similar).
• Experience supporting C-suite or senior executive stakeholders directly.
• PHR/SHRM or related HR certification a plus.

Technology Skills

• Ability to work with the Microsoft Suite and learn/work with other Customers Bank's applications.
• Hands-on experience directing AI tools (e.g., generative AI assistants, automation platforms) to improve efficiency and elevate delivery.
• Experience directing or reviewing AI-generated dashboards or reporting tools (e.g., Excel, Tableau, Power BI, or similar).

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.