Service Innovation & Client Engagement Analyst

As a Service Innovation & Client Engagement Analyst within Global Service Delivery Innovation, you will support the team in creating and scaling a consistent approach to proactive client engagement. You will research client and business context, assemble meeting materials, maintain templates and playbooks, coordinate pilots, collect feedback, and track actions and outcomes. Your work will help service teams prepare efficiently and engage clients with relevant insights that strengthen relationships and support growth.

You will also support the definition and delivery of future-state capabilities by documenting processes and requirements, analyzing data, conducting research, preparing user stories and test scenarios, and maintaining project and governance materials. You will work under the direction of senior team members while taking ownership of assigned analyses and deliverables.

Job Responsibilities:

• Build and maintain client-meeting materials, briefing packs, templates, discussion guides, and follow-up trackers for proactive engagements.
• Gather and organize client, portfolio, service, product, and operational information to support meeting preparation and insight development.
• Support pilot execution by coordinating participants, schedules, materials, feedback, actions, and status reporting.
• Document current-state processes, pain points, user needs, business requirements, and future-state workflows.
• Perform quantitative and qualitative analysis to identify trends, measure engagement activity, and assess client and business outcomes.
• Prepare clear presentations, summaries, meeting notes, dashboards, and governance materials for working teams and senior stakeholders.
• Maintain project plans, action logs, risk and dependency trackers, and other execution documentation.
• Support user research, testing, and implementation of capabilities related to client insights, AI-assisted preparation, workflow, action tracking, and measurement.
• Coordinate across global and cross-functional stakeholders, follow up on commitments, and ensure information remains current and accurate.
• Identify opportunities to simplify recurring work, standardize content, and improve the quality and efficiency of delivery.

Required Qualifications, Capabilities and Skills:

• 1+ years of experience through full-time work, internships, or project experience in strategy, business management, consulting, client service, product, operations, data analysis, or a related field.
• Strong analytical, research, and problem-solving skills with attention to accuracy and detail.
• Clear written and verbal communication skills and the ability to synthesize information into concise materials.
• Strong organization and time-management skills with the ability to manage multiple assignments and deadlines.
• Ability to work collaboratively, seek input, and incorporate feedback quickly.
• Proficiency in PowerPoint and Excel or comparable presentation and analytical tools.
• Bachelor's degree or equivalent experience.

Preferred Qualifications, Capabilities and Skills

• Interest in financial services, banking, payments, client service, or business transformation.
• Experience building presentations, analyzing datasets, conducting research, or coordinating projects.
• Familiarity with client journey mapping, process design, user testing, automation, or generative AI tools.
• Comfort working with global teams and stakeholders across different functions and levels of seniority.