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Client Engagement Center AI Solutions Analyst- Remote Washington

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More than 135 years ago, we started with core values that never go out of style: listen, learn and help businesses and individuals reach their goals. These core values shape our culture, and we were recently Great Place to Work Certified because of our outstanding workplace culture and employee experience. As well, our financial strength and stability are key reasons Forbes named us one of the Best 100 Banks in America for the ninth consecutive year.

With more than $16 billion in assets and 135 branch locations throughout Washington, Oregon, Idaho, and California, we understand our role in the economy and take that responsibility seriously. In addition to offering a source of capital to personal banking clients and businesses of all sizes, we place a high importance on employee volunteerism and donate millions of dollars each year to community organizations.

The Client Engagement AI Solutions Analyst improves customer and agent experiences by transforming engagement data into actionable insights and continuously optimizing AI-powered interactions. This role is responsible for measuring what matters—experience, effort, and outcomes. They tune AI models and conversation flows while ensuring compliance, safety, and brand voice consistency across all conversational channels.

In this role you'll

• Analyze AI interaction data for client effort, satisfaction, and experience metrics to identify friction
points and improvement opportunities; analyze sentiment, emotion, and voice-of-customer data
across call, chat, and digital channels to drive product, policy, and journey improvements.
• Produce actionable insights that influence operational decisions, service enhancements, and customer and agent outcomes.
• Monitor and optimize AI-powered interactions including virtual assistant flows, classification models, prompts, and routing logic; test virtual assistants and other AI functions and monitor automation and AI model performance to ensure accuracy, SLA adherence, and alignment with current processes.
• Implement updates to intents, training data, and conversation design to improve accuracy,
containment, and experience quality; evaluate agent-assist performance to ensure high-quality,
compliant, and context-relevant guidance.
• Collaborate with frontline leaders, supervisors, training teams, and CX partners to increase adoption and incorporate feedback into AI improvements; conduct A/B tests, pilots, and controlled
experiments to validate enhancements or new solutions.
• Apply Lean Six Sigma methodologies to reduce waste, streamline processes, and improve customer and agent outcomes; lead or support Green Belt-level continuous improvement projects focused on quality, efficiency, and service excellence.
• Maintain clear documentation of bot logic, model updates, tuning activities, and decision records to support governance and auditability; participate in AI model reviews and ensure all AI outputs align with brand, legal, compliance, and safety guidelines.
• Develop data-driven communication, reporting, and visualization materials to summarize insights, trends, and AI and Continuous Improvement performance for stakeholders and leadership; track and escalate incidents related to AI behavior ensuring timely resolution.

What we're looking for

You have a Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a related field (Required).

You have 2 or more years of experience in contact center operations, customer experience, business analytics, and AI/automation environments (Required).

You understand that an equivalent combination of education and experience can be considered in lieu of a degree.

What helps you shine

  • You understand customer journeys, service design principles, and customer experience metrics such as CES, CSAT, NPS, sentiment, and customer effort.
  • You can interpret voice-of-customer insights gathered through surveys, interactions, digital channels, and frontline feedback.
  • You have knowledge of contact center operations, agent workflows, queue management, and routing systems.
  • You bring experience working with conversational AI solutions and an understanding of intents, training data, prompts, and routing logic.
  • You can monitor and optimize AI performance, including accuracy, containment, model drift, safety, and operational effectiveness.
  • You understand conversation design best practices, including structured dialogue flows, persona development, tone, and brand voice.
  • You are familiar with AI governance principles, responsible AI practices, legal considerations, and brand standards.
  • You possess strong analytical skills and can identify trends, patterns, correlations, and opportunities within large and complex datasets.
  • You are proficient with analytics and data visualization tools such as Power BI and Tableau.
  • You can analyze sentiment, behavioral data, and operational metrics to generate practical business recommendations.
  • You have experience designing and evaluating A/B tests, pilots, experiments, and performance benchmarks.
  • You apply Lean Six Sigma principles to identify inefficiencies, eliminate waste, improve quality, and drive meaningful process improvements.
  • You can translate complex information into compelling presentations, reports, documentation, and executive-ready insights.
  • You excel at communication, facilitation, relationship building, and influencing across diverse stakeholder groups.
  • You effectively manage multiple priorities while maintaining strong attention to detail, curiosity, and a proactive mindset.

    • Our Company Values

    Do the right thing

    Accountability

    Teamwork

    Quality

    What Our Team Says

    "I have the opportunity to learn and grow every day in my current role. I love the work life balance, knowing that we work hard, and strive for high performance but we are celebrated." – Glassdoor review

    Compensation & Benefits

    Targeted starting salary range (based on experience): $ 33.00- $45.00

    Annual incentive potential

    Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life

    Paid vacation time, sick time and 11 company paid holidays

    401k (with up to 4% match)

    Tuition reimbursement

    Review Banner's employee benefits at: Employee Benefits | Banner Bank

    Please take time to review Banner Bank's Consent & Privacy notice before applying.

    Banner Bank is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, marital status, age, disability or protected veteran status.

    Banner Bank does not accept unsolicited resumes from agencies and/or search firms for any job postings. Resumes submitted to any Banner Bank employee by a third-party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Banner Bank. No fee will be paid if a candidate is hired for a position as a result of an unsolicited agency or search firm referral.