Western Alliance Bank

  • Client Experience Digital Consultant

    Req No.
    Western Alliance Bank
    Product Management
    Regular Full Time
  • Overview

    The Client Experience Digital Consultant (CEDC) is responsible for a positive client experience and operational efficiencies gained by implementing electronic client enrollment in products and services offered by Western Alliance Bank. This role is accountable for business requirements and solutions implementation, along with developing enrollment forms and other documents. These documents would simplify the enrollment authorization and acknowledgement process, obtain critical details, and ensure that client specifications are met.

    The CEDC is accountable for the policies and procedures development for electronic client enrollment, along with responsivity for leading all stakeholders such as Product, Service, Operations, Compliance, BSA, Legal, IT and others through the client facing experience business requirements and ensuring stakeholders implement applications, systems, policies, procedures, processes, SLAs, etc to achieve strategy objectives.

    The consultant will have deep knowledge of bank compliance and regulatory requirements as well as Treasury Management products features and configurations. They will possess knowledge or how experience with applications such as eSignature, client facing workflow automation, and online forms development. Additionally project management, business requirement and process improvement experience is a plus.



    Creates Client Enrollment Forms, documents Management Policy and Procedures, and drives efficiency by mapping out the process workflows to support Treasury Management (TM) products and services deliverables. Organizes workflow by assigning responsibilities and creating a schedule for regular reviews and maintenance of TM forms. Designs, documents and maintains internal and customer facing forms including cataloging TM forms by working with the Policy, Procedures, and Forms Coordinator. Reports on common sources of issues or questions related and workflow to the TM Forms and makes recommendations for improvement to deliver better value to customers.

    Fully engages business partners and stakeholders to develop specific and measurable improvement targets that drive realizable benefits. Maintains working groups with SMEs, sets daily/weekly/monthly objectives, and communicates them to stakeholders. Leads and executes digital service / service management tool projects.

    Reviews all TM related documents and verifies processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. Consistent in format, verbiage, font, branding, etc. Submits reports on performance and progress, communicates key insights and findings to product and service. Assists with reports and data extraction when needed.


    Bachelor’s Degree preferred, or a comparable combination of education and experience may be considered

     Ten or more years’ experience in Banking and Treasury Management product knowledge

     Project Management, Business requirement and process improvement experience is preferred

    2-4+ years’ experience in process improvement and knowledge in generating process documentation

    3+ years’ experience with Treasury Management Services

    Understanding of forms administration, workflow and process management functions

    Advanced skills in MS Office (Excel, Word, Visio etc.) as well as Adobe Acrobat Pro

    Strong written and verbal communication skills including procedural writing skills

    Ability to prioritize requests effectively and efficiently and work with a sense of urgency

    Analytical mindset with problem-solving and troubleshooting skills

    Ability to work with all levels of the organization

    Self-motivated with a results-driven approach with the ability to develop and maintain project plans

    Comfortable working in a busy and dynamic environment with competing priorities

    Proactive, persistent and dependable; projects an image of professionalism and enthusiasm


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed