Card Lending Services (CLS) – Business Analysis Associate II / Strategy & Innovation

Do you have a passion for providing a best-in-class experience for customers and employees? Our Card Lending Services Team has an excellent opportunity for an individual with proven commercial underwriting abilities.

This is a strategic change-leadership role within Card Lending (CLS) Digital Strategy & Production Support as a Business Analysis Associate II, focused on driving process excellence and technology-enabled transformation across the lending platform. The position emphasizes automation and machine learning to optimize operational performance, strengthen risk management, and enhance both customer and specialist experiences.

You will identify and prioritize high-value opportunities to modernize workflows, translating them into measurable outcomes by partnering with Business, Product, and Technology teams to design, deliver, and scale solutions. Working across multiple stakeholders, you will help define best-in-class processes, uncover synergies, and ensure risks are proactively identified and mitigated.

Job responsibilities

• Lead AI-enabled transformation initiatives to reduce manual effort, increase productivity, and strengthen the control environment through automation, robotics, and machine learning.
• Own end-to-end process improvement engagements—from current-state assessment and future-state design through implementation and benefits realization—prioritizing efficiency, customer experience, expense reduction, and audit readiness.
• Partner with Technology to shape and mature use cases, define requirements, translate needs into user stories, support UAT, and drive adoption to ensure successful releases and sustained outcomes.
• Influence and align senior stakeholders and cross-functional partners (e.g., Marketing, Product, Controls, and Operations) to deliver sustainable, well-controlled, end-to-end lending solutions.
• Apply data-driven problem solving and financial acumen to quantify value, prioritize the initiative portfolio, and communicate performance and results.
• Drive change management by building sponsorship, proactively addressing resistance with a strong fact base, and enabling teams to adopt new ways of working.
• Remove organizational impediments and ensure initiatives progress to closure through clear governance, milestones, and accountability.

Required qualifications, capabilities and skills

• Strong transformation execution capability—combining operational excellence, stakeholder influence, and analytical rigor—to deliver meaningful, scalable change.
• At least 4 years of relevant experience in operations, management consulting, process re-engineering, business analysis, and/or project/program management.
• Demonstrated track record of delivering process improvement, automation, and/or digitization initiatives with measurable business outcomes.
• Advanced analytical and structured problem-solving skills, with demonstrated comfort working with data and applying quantitative concepts to support prioritization and decision-making.
• Ability to translate business needs into clear requirements, well-defined user stories, and testable acceptance criteria; experience partnering closely with Technology teams throughout delivery.
• Excellent executive presence, written and verbal communication, and facilitation skills, with the ability to influence and align stakeholders across lines of business.
• Proven ability to prioritize effectively, manage timelines, and deliver high-quality results in fast-paced environments with competing deadlines.
• Proficiency in Microsoft Office (e.g., Excel, PowerPoint, Word) and a demonstrated aptitude for rapidly learning new tools and systems.