Senior Business Analyst - Program & Office Strategy

Description

The Bank’s Program & Strategy Office drives enterprise-wide transformation by combining consultancy rigor, operational expertise, and industry insight to deliver measurable, sustainable improvements in performance. Comprised of former management consultants, strategic program managers, and industry experts, the team partners closely with senior executives to tackle complex challenges, reimagine processes, and strengthen customer engagement. Guided by best-in-class frameworks, rigorous analysis, and customer-centric thinking, the office ensures the seamless execution of initiatives that align with the Bank’s strategic vision and competitive differentiation.

Position Summary

As the Senior Business Analyst, you will orchestrate the Bank’s most critical and complex change initiatives. Your role involves designing strategic roadmaps, ensuring flawless execution of transformative programs, and embedding a culture of innovation, agility, and continuous improvement. You’ll bring together cross-functional teams, translate Voice of the Customer (VOC) insights into practical solutions, and maintain laser focus on achieving measurable outcomes that support the Bank’s long-term vision.

Key Responsibilities

• Program Oversight: Lead end-to-end transformation efforts, from strategy formulation through implementation, ensuring that all deliverables meet quality, timing, and budget expectations.
• Cross-Functional Alignment: Facilitate collaboration among diverse business units, clarifying roles, responsibilities, and interdependencies to enable seamless execution.
• Performance Metrics & VOC Integration: Define KPIs, track performance against goals, and integrate customer feedback loops to refine solutions and maximize value creation.
• Strategic Communications: Provide clear, compelling executive-level reporting on progress, milestones, risks, and recommended actions.
• Financial Impact Realization: Partner with finance teams to quantify project benefits, monitor value capture, and ensure financial discipline throughout transformation initiatives.
• Coaching & Advisory: Serve as a strategic advisor, guiding project teams on best practices, agile methodologies, and advanced program management techniques.
• Innovation & Continuous Improvement: Identify and implement process enhancements, leveraging data-driven insights and industry trends to sustain competitive advantage.
• Cultural Advocacy: Embed a customer-centric and results-oriented mindset, challenging traditional thinking and fostering an environment that embraces change.

Qualifications

• Education: Bachelor’s degree required; MBA or other advanced degree preferred.
• Experience: 10+ years leading large-scale transformation efforts, ideally at a top-tier consultancy or in a similarly strategic role, with a strong focus on operational excellence and customer experience within financial services.
• Methodologies: Proficiency in agile methodologies, program management best practices, and data-driven decision-making.
• Analytical Capabilities: Skilled in translating VOC and other qualitative inputs into quantitative performance metrics, using analytics to guide decision-making.
• Communication & Facilitation: Exceptional ability to communicate complex ideas clearly and drive consensus across diverse stakeholder groups.

Key Competencies

• Change Leadership: Demonstrated track record of influencing cultural shifts, inspiring trust, and championing bold, transformative ideas.
• Strategic Thinking: Ability to balance long-term vision with near-term execution, ensuring that initiatives deliver both immediate and enduring value.
• Collaborative Mindset: Skilled at bringing together cross-functional teams to achieve shared goals and foster a cohesive, high-performing environment.
• Customer Centricity: Dedicated to understanding and elevating the customer experience, leveraging feedback to guide improvements.
• Data Fluency: Comfortable using analytics, visualization tools, and relevant software to inform decisions and track results.

Key Measures of Success

• Achievement of defined KPIs, including operational efficiencies, improved customer satisfaction scores, and measurable financial returns.
• Positive feedback from senior leadership on the effectiveness, clarity, and sustainability of transformation initiatives.
• Evident cultural shifts within the organization, indicating stronger alignment, adaptability, and commitment to continuous improvement.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

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First United is an Equal Opportunity Employer. To the extent required by Federal or State law, First United does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law.