Servicing Communication Lead

Embark on a rewarding and challenging career as a Business Analysis Associate II with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career. As a Servicing Communications Leader, you will lead the planning, rollout, and success tracking of the new Self Service capabilities. You will partner with Product, Technology, Servicing, Legal, Risk, and users of the tool to set timelines, confirm readiness, and keep launches moving smoothly. Using existing analytics, you will monitor key measures like adoption, usage, task completion, containment/deflection, and call driver reduction, then turn those findings into clear actions that improve outcomes. You will run small pilots, gather feedback from customers and colleagues, spot gaps or blockers, and drive quick fixes to keep momentum. You will work independently with minimal direction, move fast, and manage multiple initiatives at once. You will also create executive‑ready PowerPoint presentations that tell compelling "customer stories," highlight progress, and explain next steps so leaders and partners stay aligned as Self Service grows. Job responsibilities Own end‑to‑end launch plans, milestones, go/no‑go criteria, cutover/backout, and post‑launch stabilization. Define success metrics upfront and ensure customer‑safe, compliant releases. Align timelines and readiness with Product, Tech, Servicing, Legal, Risk Keep launches on track and clear roadblocks quickly Track adoption, usage, task completion, deflection, and call drivers. Turn data into actions that boost self service and reduce call Run small pilots, gather feedback, and ship quick fixes Create clear, executive‑ready PowerPoint updates with customer stories Juggle multiple workstreams and work independently Present to senior leaders and influence outcomes Required qualifications, capabilities, and skills PowerPoint storytelling: build executive‑ready decks that weave data into clear narratives (customer story, insights, actions, impact). Strong communicator and presenter; crisp updates for leadership and partners. Experience leading cross‑functional product or CX launches. Data‑driven: comfortable reading metrics and building basic dashboards Organized project manager who moves fast and sets priorities. Skilled at partnering with Product, Tech, Servicing, Legal, and Risk. Familiar with contact center metrics (adoption, containment, call drivers)