OneMain Financial Jobs

Job#: 3024594

Job Description:

This position is onsite Preferred: Northeast Ohio (Cleveland) or Western NY (Buffalo).

Job Summary

Leverages advanced design thinking and process engineering expertise to reimagine, modernize, and transform KeyBank by optimizing end-to-end processes, elevating user experiences, and informing optimal technical solutions (e.g. AI, automation, optical character recognition, internal/external platforms, etc.) that drive enterprise-wide growth and operational excellence.

Role Summary

This contract role provides surge capacity to support multiple concurrent CX/process engineering initiatives across the enterprise. You will quickly ramp into active workstreams, lead discovery and facilitation sessions, document current-state processes and experiences, identify improvement opportunities, and translate findings into clear business and technical requirements to enable solutions such as automation, AI, OCR, and platform enhancements.

What You'll Deliver (Outcomes)

• Current-state process maps and experience/journey documentation using established standards
• Analysis and synthesis of qualitative + quantitative insights to surface pain points, root causes, and opportunities
• Future-state workflows and recommendations that improve experience, growth, efficiency, reduce risk or expenses
• Clear requirements (business + technical) that enable automation/AI/OCR/platform solutions
• Facilitation outputs: workshop agendas, artifacts, decisions, and action plans
• Change adoption support materials (impacts, comms, stakeholder readiness)

Key Responsibilities

• Lead and/or support discovery with cross-functional partners; create a clear scope and problem framing
• Design and facilitate working sessions with stakeholders, capture outputs and drive closure
• Build reusable artifacts (process maps, RACI/SIPOC where applicable, requirements, documentation)
• Partner closely with internal leads to support parallel workstreams and maintain delivery momentum
• Communicate progress, risks, and dependencies with strong documentation discipline

Required Skills

• Business process management / end-to-end experience and process design inclusive of tool utilization and documentation
• Analytical problem-solving; comfort with ambiguity and complex environments
• Strong facilitation and stakeholder management (including senior stakeholders)
• Requirements writing and translation of designs into implementable needs
• Experience supporting transformation initiatives and sustaining adoption

Preferred Experience

• Financial services domain exposure
• Salesforce domain experience
• Loan Ops / Wealth Ops process and technical exposure

Experience & Education

• Bachelor's degree (Business, Engineering, or related)
• 5+ years leading cross-functional process improvement and/or design thinking initiatives focused on client and/or employee experience.

Certifications (Preferred)

• Lean / Six Sigma
• User-Centered Design

· Travel As needed based on workshop cadence and stakeholder needs (specify if travel is required).

· Ability to routinely and frequently operate a motor vehicle with a valid driver's license.

Questions that must be submitted with resume. If they are not submitted with resume your candidate will be rejected

These map directly to the work your meetings describe (documentation discipline, RACI/SIPOC, requirements, digital enablement).

Walk me through a recent current-state ? future-state effort. How did you analyze? What artifacts did you produce?"

"Which mapping standards/tools have you used (BPMN, Visio, Lucid, Signavio)?