Client Engagement Center AI Solutions Analyst- Remote Washington

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'll** * Analyze 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 outp