As a/an Business Analyst in Change Management in Fraud Consumer Protection Services (FCPS), you will lead process changes that drive measurable improvements in process performance, control effectiveness, and customer outcomes. You will conduct structured current-state discovery to identify breaks, bottlenecks, waste, and control pain points, then design future-state workflows with clear roles, handoffs, SLAs, and embedded controls. You will assess change impacts across people, process, technology, and risk/controls, translating insights into clear recommendations and tradeoffs. You will partner across FCPS teams to align stakeholders, manage dependencies, and drive decisions to closure with disciplined execution. You will leverage LLM/GenAI tools responsibly to accelerate analysis and documentation while validating outputs and ensuring appropriate data handling.

Job responsibilities

• Maintain a constant focus on customer experience and the process flows that enable best-in-class service delivery
• Coordinate implementation of policies and strategic changes and ensure consistent execution across FCPS teams
• Lead current-state discovery through interviews, workshops, process mapping, and root-cause analysis
• Identify process breaks, bottlenecks, waste, and control gaps and translate them into actionable problem statements
• Design future-state processes with defined roles, handoffs, SLAs, exception handling, and embedded control points
• Assess change impacts across people, process, technology, and risk/controls and document implications and readiness needs
• Develop process improvement solutions that reduce risk, improve controls, and unlock efficiency and better outcomes
• Use LLM/GenAI tools responsibly to draft documentation, requirements/user stories, test scenarios, and stakeholder-ready summaries, validating outputs
• Manage delivery cadence by tracking risks and dependencies, escalating blockers early, and driving decisions to closure
• Present findings, options, and recommendations to senior leadership through clear written deliverables and verbal presentations

Required qualifications, capabilities, and skills

• Proven ability to analyze complex end-to-end processes, identify gaps and root causes, and translate findings into implementable improvements
• Strong change management execution skills including change impact assessment, stakeholder management, and coordination across multiple teams
• Demonstrated ability to prioritize effectively, act with urgency, and proactively escalate to achieve results
• Strong analytical and problem-solving skills with the ability to convert ambiguity into structured workplans, options, and recommendations
• Strong interpersonal and communication skills with the ability to influence across levels and tailor messaging to the audience
• BA/BS degree or equivalent work experience

Preferred qualifications, capabilities, and skills

• 2+ years of people management experience
• Track record of delivering measurable process improvements (e.g., cycle time reduction, defect reduction, risk/control improvements, improved customer outcomes)
• Hands-on experience using LLM/GenAI tools to accelerate documentation, analysis, and change enablement with strong validation practices
• Experience supporting process improvement initiatives and/or system implementations including UAT support and post-implementation validation
• Ability to challenge current-state processes, propose multiple solution paths, and clearly articulate tradeoffs
• Excellent written and verbal communication skills including executive-ready storytelling and presentation

 

Come join our Business Analysis team to build your career in a culture that values innovation, creativity, and excellence.