Location: Wilmington, DE, United States

Build the next generation of customer experiences by turning emerging technology into real-world impact. Join a team that tackles high-priority initiatives and helps leaders make clear, data-informed decisions. Youll work across functions to identify opportunities, measure value, and shape plans that improve how customers are served. If you enjoy structured problem-solving and fast-paced collaboration, this role offers meaningful visibility and growth.

Job summary

As a Strategy Senior Analyst in the AI Journey Transformation team, you will support a portfolio of strategic initiatives through rigorous analysis, structured problem solving, and clear, executive-ready communication. You will collaborate with partners across digital, product, analytics, and operations to identify opportunities, size impact, develop business cases, and support go-to-market and operating model planning. You will translate complex data and processes into actionable insights that improve end-to-end customer journeys.

Job responsibilities

• Support initiatives identified by senior leaders and drive defined workstreams to completion with strong attention to detail
• Partner with cross-functional teams to gather inputs, align on requirements, and synthesize findings into clear recommendations
• Map current-state customer journeys and processes, identify friction points, and help define future-state improvements
• Apply structured problem-solving and design thinking to break down ambiguous problems into hypotheses, analyses, and decision-ready outputs
• Analyze and present findings, including impact sizing, business case modeling, and key performance indicator (KPI) frameworks
• Evaluate how digital and AI-enabled solutions can integrate with operational processes to improve customer experiences and reduce friction
• Research competitors and industry trends using public sources to inform strategy and recommendations
• Develop executive-ready presentations and supporting materials for stakeholder reviews and leadership readouts
• Monitor technology trends (including artificial intelligence) and share concise insights with the broader team
• Maintain workplans, track decisions and risks, and coordinate inputs across partners to support on-time delivery

 

Required qualifications, capabilities and skills

• At least 2 years of relevant experience in strategy, consulting, banking or finance, analytics, product strategy, or a corporate strategy/strategic initiatives function
• Experience supporting customer journey, servicing, and/or operations topics through work experience, internships, or project work
• Demonstrated ability to apply quantitative approaches, including impact sizing, return on investment analysis, scenario analysis, and business case development
• Strong written and verbal communication skills, with the ability to translate analysis into clear takeaways for stakeholders
• Strong collaboration skills and comfort working in cross-functional teams
• Proficiency in presentation development (PowerPoint) and analytical tools (Excel)
• High attention to detail, strong ownership mindset, and ability to manage priorities in a fast-paced environment

 

Preferred qualifications, capabilities and skills

• Exposure to digital product, process improvement, journey optimization, and/or AI transformation through academic, internship, or professional experience
• Experience in financial services
• Familiarity with analytics concepts, including KPIs, experimentation, and funnel or journey metrics
• Bachelors degree preferred; advanced degree a plus
• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
• Experience developing operating model and go-to-market recommendations for cross-functional initiatives

 

Additional information

• Visa sponsorship is not available for this position.
• Work schedules will be full-time in office, on a 40-hour per week schedule.

Help scale AI-powered customer journey improvements through strategy, analytics, and cross-functional execution.