Back to Job Search

Customer Experience Process Analyst

  • Location: Wilmington, 19803
  • Salary: 67.36
  • Job Type:Contract

Posted 4 months ago

Work with the brightest minds at one of the largest financial institutions in the world. This is long-term contract opportunity that includes a competitive benefit package!

Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

Position: Customer Experience Process Analyst
Location: WILMINGTON, Delaware, 19803
Term: 12 months

Day-to-Day Responsibilities:

  • Work with bankers and SMEs to understand and document current state banker journeys and help identify pain points for bankers.
  • Understand banker needs to determine where workflows and agent tools need to be improved and innovate on their behalf.
  • Collaborate with Operations, Bankers, Technology to document detailed service desk business process maps/business rules documents.
  • Ensure approvals from all parties involved to ensure the business process map reflect current understanding of experience and systems.
  • Lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams.
  • Act as a key participant in providing strategic business solutions to companywide technology initiatives.
  • Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives.
  • Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements.
  • Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence companywide technology solutions.
  • Lead project or systems documentation, and monitor and manage project schedules and deliverables.
  • Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems.
  • Ensure communication and information flow between business and technology teams.

Is this a good fit? (Requirements):

  • Knowledge and understanding of banking: regulations, compliance, policies, process, and procedures.
  • Excellent verbal, written, and interpersonal communication skills.
  • Ability to take initiative and work independently with minimal supervision in a structured environment.
  • Intermediate Visio, Microsoft Office (Word, Excel, Outlook and PowerPoint) skills.
  • Ability to effectively lead meetings in large and small forums.
  • Experience influencing and working in partnership with executives, senior managers, and subject matter experts.
  • Experience working in Banking and/or Credit Card Operations.
  • Experience working with Consumer Lending products, services, and processes.
  • Exposure to client servicing systems such as: CSS, BCS, CIV, SSDE or SSDA.
  • 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.