The Client 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 matters-experience, effort, and outcomes. They tune AI models and conversation flows while ensuring compliance, safety, and brand voice consistency across all conversational channels.

In this role you'll
• Analyze AI interaction data for client effort, satisfaction, and experience metrics to identify friction
points and improvement opportunities; analyze sentiment, emotion, and voice-of-customer data
across call, chat, and digital channels to drive product, policy, and journey improvements.
• Produce actionable insights that influence operational decisions, service enhancements, and customer and agent outcomes.
• 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 current processes.
• Implement updates to intents, training data, and conversation design to improve accuracy,
containment, and experience quality; evaluate agent-assist performance to ensure high-quality,
compliant, and context-relevant guidance.
• Collaborate with frontline 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 Sigma methodologies to reduce waste, streamline processes, and improve customer and agent outcomes; lead or support Green Belt-level continuous improvement projects focused on quality, efficiency, and service excellence.
• Maintain clear documentation of bot logic, model updates, tuning activities, and decision records to support governance and auditability; participate in AI model reviews and ensure all AI outputs align with brand, legal, compliance, and safety guidelines.
• Develop data-driven communication, reporting, and visualization materials to summarize insights, trends, and AI and Continuous Improvement performance for stakeholders and leadership; track and escalate incidents related to AI behavior ensuring timely resolution.

What we're looking for

You have a Bachelor's degree in Business Administration, Data Analytics, Information Systems, Customer Experience Management, or a related 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 frontline 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 drift, safety, and operational effectiveness.
• You understand conversation design best practices, including structured dialogue flows, persona development, tone, and brand voice.
• You are familiar with AI governance principles, responsible AI practices, legal considerations, and brand standards.
• You possess strong analytical skills and can identify trends, patterns, correlations, and opportunities within large and complex datasets.
• You are proficient with analytics and data visualization tools such as Power BI and Tableau.
• You can analyze sentiment, behavioral data, and operational metrics to generate practical business recommendations.
• You have experience designing and evaluating A/B tests, pilots, experiments, and performance benchmarks.
• You apply Lean Six Sigma principles to identify inefficiencies, eliminate waste, improve quality, and drive meaningful process improvements.
• You can translate complex information into compelling presentations, reports, documentation, and executive-ready insights.
• You excel at communication, facilitation, relationship building, and influencing across diverse stakeholder groups.
• You effectively manage multiple priorities while maintaining strong attention to detail, curiosity, and a proactive mindset.

Our Company Values

Do the right thing

Accountability

Teamwork

Quality

What Our Team Says

"I have the opportunity to learn and grow every day in my current role. I love the work life balance, knowing that we work hard, and strive for high performance but we are celebrated." - Glassdoor review

Compensation & Benefits

Targeted starting salary range (based on experience): $ 33.00- $45.00

Annual incentive potential

Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life

Paid vacation time, sick time and 11 company paid holidays

401k (with up to 4% match)

Tuition reimbursement

Review Banner's employee benefits at: Employee Benefits | Banner Bank

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