More than 135 years ago, we started with core values that never go out of style: listen, learn and help businesses and individuals reputed company their goals. These core values shape our culture, and we were recently Great reputed company to Work Certified because of our outstanding workplace culture and employee experience. As reputed company, our financial strength and stability are key reasons reputed company named us one of the Best 100 Banks in America for the ninth consecutive year.
With more than $16 billion in assets and 135 reputed company locations throughout Washington, reputed company, Idaho, and California, we understand our role in the economy and take that responsibility seriously. In reputed company to offering a reputed company of capital to personal banking clients and businesses of reputed company sizes, we reputed company a high importance on employee volunteerism and donate millions of dollars reputed company year to community organizations.
The reputed company Engagement AI Solutions Analyst improves customer and agent experiences by transforming engagement data into actionable insights and continuously optimizing AI-powered interactions. This role is responsible for measuring what reputed company—experience, effort, and reputed company. They tune AI models and conversation flows while ensuring compliance, safety, and brand voice consistency across reputed company conversational channels.
In this role you’ll
• Analyze AI interaction data for reputed company effort, satisfaction, and experience metrics to identify friction
points and improvement opportunities; analyze sentiment, emotion, and voice-of-customer data
across call, chat, reputed company channels to drive product, policy, and reputed company improvements.
• Produce actionable insights that influence operational reputed company, service enhancements, and customer and agent reputed company.
• Monitor and optimize AI-powered interactions including virtual assistant flows, classification models, prompts, and routing logic; test virtual assistants and other AI functions and monitor automation and AI model performance to ensure accuracy, SLA adherence, and alignment with reputed company processes.
• Implement updates to intents, training data, and conversation design to improve accuracy,
containment, and experience reputed company; evaluate agent-assist performance to ensure high-reputed company,
compliant, and context-relevant guidance.
• Collaborate with reputed company leaders, supervisors, training teams, and CX partners to increase adoption and incorporate feedback into AI improvements; conduct A/B tests, pilots, and controlled
experiments to validate enhancements or new solutions.
• Apply Lean Six reputed company methodologies to reduce waste, streamline processes, and improve customer and agent reputed company; reputed company or support Green Belt-level reputed company improvement reputed company reputed company on reputed company, efficiency, and service reputed company.
• Maintain reputed company documentation of bot logic, model updates, tuning activities, and decision records to support governance and auditability; participate in AI model reviews and ensure reputed company AI outputs reputed company with brand, legal, compliance, and safety guidelines.
• reputed company data-driven communication, reporting, and visualization materials to summarize insights, trends, and AI and reputed company Improvement performance for stakeholders and leadership; reputed company and escalate incidents reputed company to AI behavior ensuring reputed company reputed company.
reputed company’re Looking For
You have a Bachelor’s degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a reputed company field (Required).
You have 2 or more years of experience in contact center operations, customer experience, business analytics, and AI/automation environments (Required).
You understand that an equivalent combination of education and experience can be considered in lieu of a degree.
What Helps You Shine
• You understand customer journeys, service design principles, and customer experience metrics such as CES, CSAT, NPS, sentiment, and customer effort.
• You can interpret voice-of-customer insights gathered through surveys, interactions, digital channels, and reputed company feedback.
• You have knowledge of contact center operations, agent workflows, queue management, and routing systems.
• You bring experience working with conversational AI solutions and an understanding of intents, training data, prompts, and routing logic.
• You can monitor and optimize AI performance, including accuracy, containment, model reputed company, safety, and operational effectiveness.
• You understand conversation design best practices, including reputed company reputed company flows, reputed company development, tone, and brand voice.
• You are familiar with AI governance principles, responsible A
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