Business Analyst - Home Lending - Operational Initiative and Employee Support

Join our team to directly enhance the home lending journey for customers. Lead impactful initiatives that streamline operations and reduce costs. Collaborate across functions to bring strategies to life. If you thrive on data and change leadership, this role offers a chance to make a swift, visible impact. Grow with us while delivering meaningful outcomes for both customers and the business.

As a Business Analyst in Home Lending Enterprise Member Services (EMS) Operations, you will lead initiatives that improve end-to-end customer servicing, operational efficiency, and resiliency. You will partner with teams across the business to design solutions, guide change management, and track adoption and outcomes. Together, we will translate insights into action through clear metrics, thoughtful communication, and disciplined execution. You will help us meet performance objectives while creating a better experience for our customers.

Job responsibilities

• Lead strategic initiatives from design through implementation to align with Home Lending objectives

• Facilitate cross-functional meetings and engage stakeholders to drive decisions and consensus

• Oversee change management deliverables, including communications, procedures, access, training, and adoption tracking

• Partner with EMS teams to assess impacts, plan releases, and implement solutions that improve efficiency and experience

• Drive completion of sustainable strategies that strengthen resiliency and reduce cost before go-live

• Influence customer servicing journeys by contributing to experience-centered design decisions

• Define, monitor, and report key management metrics across leader, team, and department levels

• Build and manage dashboards in workflow tools to provide transparent performance insights

• Analyze business processes, customer journeys, and operational data to identify opportunities

• Ensure initiatives meet regulatory requirements and internal risk controls in partnership with Compliance and Risk

• Document new processes, controls, and reporting standards to support consistency and audit readiness

RRequired qualifications, capabilities, and skills

• Bachelor’s degree or equivalent experience.

• Home Lending experience.

• 3 years of experience in business analysis, project management, or related fields in customer-centric functions.

1 year of experience leading initiatives or projects end to end.

• Knowledge of financial services, regulatory expectations, and risk management practices

• Ability to manage multiple initiatives at different lifecycle stages in an Agile environment

• Strong communication, organization, and consultative skills with the ability to prioritize effectively

• Ability to work independently and deliver on daily tasks and assigned initiatives

• Functional or technical depth enabling independent judgment on key department activities

• Proficiency with data analysis and visualization tools such as SQL, Tableau, Power BI, or Alteryx

• Experience defining metrics and creating leadership-ready reporting and recommendations

• Familiarity with workflow and case tracking tools to support execution and transparency

Preferred qualifications, capabilities, and skills

• Experience in a call center, operations, or strategy environment

• Hands-on experience with change management and training design for operational teams

• Experience building and administering dashboards in tools such as JIRA

• Exposure to benchmarking against industry best practices for continuous improvement

• Background partnering with Compliance and Risk on regulatory change implementation

• Experience influencing customer journey design and measurement

• Familiarity with enterprise-scale system access processes and controls