Client Experience & Operations Improvement Consultant

Jobtailor; Maryland; On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor is seeking an analyst in Maryland to advance client experience and optimize operations through data-driven insights. You will evaluate current processes, coordinate cross-functional tasks, and communicate findings to leadership.

The role requires analytics proficiency with SQL and Tableau, plus experience in retail banking or consulting. You will contribute to risk management, documentation, and continuous improvement initiatives.

Qualifications

• 2+ years of experience within Operations / related work experience.
• Demonstrated experience using data and analytics to drive client experience or operational performance improvements.
• Strong analytical and problem-solving skills with the ability to connect data insights to business outcomes.
• Proficiency with reporting and data visualization tools (e.g., Excel)
• Excellent written and verbal communication skills.
• SQL (Data Storage) experience.
• Tableau (Data Visualization Software) usage experience.
• 1+ years of Retail Banking experience.
• 2+ years of Consulting experience.

Responsibilities

• Analyzes current state processes, existing operations, procedures, and workflows and discovers pain points to develop approaches for potential solutions, including building a business case for improvement recommendations and driving the execution of implementation.
• Coordinates with the business to support defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures.
• Supports partnerships with operations management to create project impact and provide direction and guidance to internal teams.
• Establishes and maintains relationships with relevant client stakeholders to communicate updates and escalation issues.
• Performs risk management activities to minimize project risks.
• Assists with creating and maintaining comprehensive project documentation.
• Leverages business knowledge to identify opportunities for improvement and supports change execution.
• Performs multi-variate analysis using reporting, analytics, client survey (Voice of the Client), and client journey data to identify trends and insights impacting client experience performance.
• Identify drivers of client experience performance, including satisfaction, effort, pain points, and moments that matter across the client lifecycle.
• Support client experience and operational improvement initiatives by contributing analysis, insights, and performance tracking.
• Partner with Client Services leadership to align insights with strategic objectives and execution plans.
• Track performance against key client experience and operational KPIs, providing ongoing monitoring and insight to support continuous improvement.
• Translate complex analytical findings into executive-ready presentations and narratives tailored to various stakeholder audiences.
• Establish repeatable analytical approaches and best practices for client experience measurement, reporting, and insight generation.

Skills

Data Analysis

Client Experience Improvement

SQL

Tableau

Operations Management

Communication

Tools

Excel

Tableau

Job description

Jobtailor is seeking an analyst in Maryland to advance client experience and optimize operations through data-driven insights. You will evaluate current processes, coordinate cross-functional tasks, and communicate findings to leadership.

The role requires analytics proficiency with SQL and Tableau, plus experience in retail banking or consulting. You will contribute to risk management, documentation, and continuous improvement initiatives.