More than 135 years ago, we started with core values that never go out of style: listen, learn and help businesses and individuals reach their goals. These core values shape our culture, and we were recently Great Place to Work Certified because of our outstanding workplace culture and employee experience. As well, our financial strength and stability are key reasons Forbes named us one of the Best 100 Banks in America for the ninth consecutive year.With more than $16 billion in assets and 135 branch locations throughout Washington, Oregon, Idaho, and California, we understand our role in the economy and take that responsibility seriously. In addition to offering a source of capital to personal banking clients and businesses of all sizes, we place a high importance on employee volunteerism and donate millions of dollars each year to community organizations.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'llAnalyze 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 forYou 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 shineYou 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 ValuesDo the right thingAccountabilityTeamworkQualityWhat 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 reviewCompensation & BenefitsTargeted starting salary range (based on experience): $ 33.00- $45.00Annual incentive potentialComprehensive employee benefits, including: medical, dental, vision, LTD, STD and lifePaid vacation time, sick time and 11 company paid holidays401k (with up to 4% match)Tuition reimbursement
