Job#: 3043108 Job Description: Preferred: Northeast Ohio (Cleveland) or Western NY (Buffalo).
Questions that must be answered and submitted with resumes:
These map directly to the work your meetings describe (documentation discipline, RACI/SIPOC, requirements, digital enablement).
Walk me through a recent current-state ? future-state effort. How did you analyze? What artifacts did you produce?""Which mapping standards/tools have you used (BPMN, Visio, Lucid, Signavio)?""Describe how you translate workshop output into business + technical requirements.""Describe how you ensure both external client and internal user experiences are being considered within your designs?""Have you built SIPOC or RACI artifacts to clarify roles/hand-offs?""Example of enabling automation/AI/OCR/platform work with your requirements?""How do you ramp into a new domain quickly and manage parallel workstreams?"Job Summary
Leverages advanced design thinking and process engineering expertise to reimagine, modernize, and transform KeyBank by optimizing end-to-end processes, elevating user experiences, and informing optimal technical solutions (e.g. AI, automation, optical character recognition, internal/external platforms, etc.) that drive enterprise-wide growth and operational excellence.
Role Summary
This contract role provides surge capacity to support multiple concurrent CX/process engineering initiatives across the enterprise. You will quickly ramp into active workstreams, lead discovery and facilitation sessions, document current-state processes and experiences, identify improvement opportunities, and translate findings into clear business and technical requirements to enable solutions such as automation, AI, OCR, and platform enhancements.
What You'll Deliver (Outcomes)
- Current-state process maps and experience/journey documentation using established standards
- Analysis and synthesis of qualitative + quantitative insights to surface pain points, root causes, and opportunities
- Future-state workflows and recommendations that improve experience, growth, efficiency, reduce risk or expenses
- Clear requirements (business + technical) that enable automation/AI/OCR/platform solutions
- Facilitation outputs: workshop agendas, artifacts, decisions, and action plans
- Change adoption support materials (impacts, comms, stakeholder readiness)
Key Responsibilities
- Lead and/or support discovery with cross-functional partners; create a clear scope and problem framing
- Design and facilitate working sessions with stakeholders, capture outputs and drive closure
- Build reusable artifacts (process maps, RACI/SIPOC where applicable, requirements, documentation)
- Partner closely with internal leads to support parallel workstreams and maintain delivery momentum
- Communicate progress, risks, and dependencies with strong documentation discipline
Required Skills
- Business process management / end-to-end experience and process design inclusive of tool utilization and documentation
- Analytical problem-solving; comfort with ambiguity and complex environments
- Strong facilitation and stakeholder management (including senior stakeholders)
- Requirements writing and translation of designs into implementable needs
- Experience supporting transformation initiatives and sustaining adoption
Preferred Experience
- Financial services domain exposure
- Salesforce domain experience
- Loan Ops / Wealth Ops process and technical exposure
Experience & Education
- Bachelor's degree (Business, Engineering, or related)
- 5+ years leading cross-functional process improvement and/or design thinking initiatives focused on client and/or employee experience.
Certifications (Preferred)
- Lean / Six Sigma
- User-Centered Design
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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