Service Innovation & Client Engagement Associate

Join the Global Service Delivery Innovation team and help transform how Global GCB Client Service engages clients. This role will advance two connected priorities: scaling a practical near-term model for proactive client meetings that strengthens relationships and supports growth, and building the data, insight, workflow, automation, and measurement capabilities required to sustain that model globally.

You will own defined workstreams, translate strategy into structured deliverables, and coordinate across Service, Product, Operations, Data, and Technology. The successful candidate will combine strong problem-solving, communication, and execution skills with the ability to turn complex ideas into clear materials, decisions, and measurable outcomes.

Job Summary

As a Service Innovation & Client Engagement Associate within Global Service Delivery Innovation, you will drive workstreams that make proactive client engagement more consistent, effective, and scalable across Global GCB Client Service. In the near term, you will develop client-meeting materials, preparation standards, playbooks, engagement triggers, follow-up practices, and pilot approaches that help service teams hold more consultative conversations and identify opportunities to deepen relationships, improve adoption, and support growth.

In parallel, you will help define and deliver the future-state capabilities required for long-term scale, including integrated client insights, standardized content, AI-assisted preparation, workflow orchestration, action tracking, outcome measurement, and governance. You will partner across functions to gather requirements, evaluate options, manage dependencies, and move priorities from concept through implementation.

Job Responsibilities

• Own defined workstreams across the proactive engagement and future-state capabilities agenda, establishing plans, milestones, dependencies, risks, and measures of success.
• Develop globally consistent client-meeting materials, briefing templates, discussion guides, and follow-up tools that help service teams deliver consultative, insight-led conversations.
• Design and test the near-term engagement model, including client selection, engagement triggers, preparation requirements, meeting formats, roles, governance, and outcome tracking.
• Partner with regional service leaders and frontline teams to gather feedback, incorporate regional needs, and translate pilot learnings into repeatable standards and playbooks.
• Define business requirements and user journeys for future-state capabilities spanning client insights, recommendations, AI-assisted preparation, workflow, action management, and measurement.
• Coordinate with Product, Technology, Data, Operations, and Control partners to evaluate solutions, resolve dependencies, and advance delivery.
• Analyze client, engagement, and operational data to identify opportunities, develop recommendations, and quantify expected business and client impact.
• Create business cases, executive presentations, governance materials, and decision documents for senior stakeholders.
• Establish metrics and reporting to measure adoption, engagement quality, follow-through, client outcomes, growth opportunities, and operational efficiency.
• Facilitate working sessions, document decisions, maintain accountability, and escalate risks or trade-offs requiring leadership attention.

Required Qualifications, Capabilities and Skills

• 3+ years of experience in strategy, business management, consulting, client service, product, operations, program delivery, or a related field.
• Demonstrated ability to independently manage workstreams and deliver high-quality outputs in a complex, matrixed environment.
• Strong analytical and structured problem-solving skills, with the ability to translate data and stakeholder input into clear recommendations.
• Excellent written and verbal communication skills, including experience developing presentations and materials for senior audiences.
• Strong project management, organization, and prioritization skills with attention to detail and follow-through.
• Ability to build relationships, influence stakeholders, and drive alignment without direct authority.
• Bachelor's degree or equivalent experience.

Preferred Qualifications, Capabilities and Skills

• Experience in financial services, banking, payments, or a global client service organization.
• Experience supporting client engagement, relationship management, service reviews, or growth-oriented programs.
• Experience translating business needs into product, data, workflow, automation, or AI capability requirements.
• Experience with pilot design, user testing, change management, or adoption measurement.
• Advanced proficiency in PowerPoint and Excel or comparable presentation and analytical tools.