Customer Segment Consultant I

About this role

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description: This job is responsible for leading the design, analysis, execution, and sustainment of strategic initiatives that support enterprise goals within a business segment. Key responsibilities include analyzing processes to identify improvements, coordinating project tasks, managing risks, and partnering with product, channel, and operations teams for integrated execution. Job expectations include building business cases, maintaining stakeholder relationships, supporting change management, and creating documentation to ensure transparency and long-term success.

The Customer Segment Sales Process Design Consultant will actively lead, manage, participate or consult on Financial Center sales and operational fulfillment and servicing processes with a focus on Platform activities (i.e., managers and sellers). The role will be responsible for working on multiple projects, analyses and priorities concurrently, with a focus on process analysis & design, performance and controls.   The ideal candidate will demonstrate a strong combination of strategic thinking, tactical planning and project management skills along with the ability to complete analysis and prioritize multiple projects without direct management. The role requires the ability to develop strong partnerships and coordination with business partners in Retail, Preferred, Small Business, Mortgage and other lines of business as well as LRC, Technology, HR and Finance.

  It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil ​liability.​  

The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC

Responsibilities: • Leads the design, analysis, and implementation of strategic initiatives that align with enterprise goals within a business segment

• Analyzes existing processes to identify opportunities for efficiency, effectiveness, and long-term sustainability

• Coordinates project tasks across teams and manage risks to ensure timely and successful delivery of initiatives

• Collaborates with product, channel, and operations teams to ensure integrated execution and alignment with business objectives

• Builds business cases, maintain stakeholder relationships, support change management efforts, and create documentation to promote transparency and long-term success

• Platform enhancements, maintenance/fix and performance

• Design & Implementation [Process, procedures, PRO]

• Technology & Tools [requirements, testing, planning]

• Field Support [performance, Academy/training support, SME]

• Product and partner engagement and alignment (tech, HR, LRC, leadership, etc.)

• Coordinates with Business Control team on issues and enhancements required for processes 

Required Qualifications: • 3+ years of program management or related experience

• Business acumen (Financial Center Sales and Operations) with proven ability to leverage expertise with credibility and impact

• Leadership skills and proven experience leading projects with multiple stakeholders

• Ability to develop and maintain strong relationships across the organization

• Strong written and oral communication skills, including ability to influence partners and drive consensus

• Excellent project management and process design skills

• Exceptional proficiency with Microsoft PowerPoint, Excel and Office suite

• Comfortable presenting to and interacting with leadership

• Comfortable working in a fast-paced, collaborative environments

• Ability to lead others

Desired Qualifications: •  Bachelors Degree

• Significant understanding, knowledge in Financial Center practices, processes and controls

Skills: • Active Listening

• Attention to Detail

• Collaboration

• Critical Thinking

• Written Communications

• Decision Making

• Influence

• Oral Communications

• Prioritization

• Problem Solving

• Adaptability

• Customer and Client Focus

• Data Management

• Emotional Intelligence

• Risk Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift: 1st shift (United States of America)

Hours Per Week:  40

Pay Transparency details

US - CA - Woodland Hills - 5901 CANOGA AVE - WEST VALLEY REGION (CA7518), US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - NY - New Yor

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