Customer Segment Consultant II

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 cross-functional initiatives aligned with enterprise strategy and goals, with accountability for strategic planning, execution, and oversight. Key responsibilities include driving process transformation, developing business cases, managing risk across workstreams, and ensuring integration across product, channel, and operations teams. Job expectations include influencing decisions, maintaining stakeholder relationships, overseeing change management, and delivering outcomes through governance and performance tracking.

The Customer Segment Sales Process Design Consultant will actively lead, manage, participate or consult on Financial Center sales or operational fulfillment and servicing processes. 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.

Responsibilities: • Provides oversight and direction for multiple workstreams within enterprise initiatives, ensuring alignment with overall transformation goals and business strategy • Defines workstream objectives, timelines, and deliverables, and lead disciplined execution to achieve measurable outcomes. • Coordinates efforts across product, channel, and operations teams to ensure seamless integration and progress across workstreams • Engages with senior leaders and executive stakeholders to influence priorities, maintain governance standards, and ensure accountability • Drive innovation and support change leadership by identifying opportunities for improvement and fostering a culture of continuous transformation • Platform enhancements, maintenance/fix and performance • Design & Implementation [Process, procedures, solution center] • Technology & Tools [requirements, testing, planning] • Field Support [performance, Academy/training support, SME] • Product and partner engagement and alignment (tech, HR, risk, controls, leadership, etc.) • Coordination with Business Control team on issues and enhancements required for processes       

Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. • Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals. • Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement. • Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions. • Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues. • People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance. • Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions. • Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization. • Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

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 • Proficiency with Microsoft PowerPoint, Excel and Office suite • Comfor

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