Process Improvement Consultant (Raleigh, NC)

This is a hybrid position based in Raleigh (the DAC). Candidates must live within a commutable distance of the any of the Bank's operations centers.

The Business Process Consultant (BPC) supports the Enterprise Engagement Center Group Modernization Team by delivering process optimization, demand management, and solution delivery across engagement centers and back-office operations. This role plays a critical part in supporting translating business demand into actionable requirements and ensuring alignment between process design, technology solutions, and the target operating model. As a key execution partner, the BPC owns centralized intake and governance processes, leads detailed process mapping efforts, and collaborates closely with technology teams to deliver scalable, efficient, and outcome-driven solutions that improve operational performance and customer experience.

Demand Intake & Governance Execution

• Own day-to-day management of centralized intake (CROWN), ensuring accurate capture, documentation and prioritization of incoming demand

• Partner with the Senior Product Manager to ensure demand is well-defined, scoped, and aligned to roadmap priorities

• Implement a change management framework to foster adoption of the process and workflows as designed

Business Process Mapping & Analysis

• Lead detailed current-state and future-state process mapping across engagement centers and back-office operations

• Document workflows, dependencies, and handoffs to identify inefficiencies and gaps

• Support process standardization and simplification efforts to improve operational consistency and throughput

Optimization Identification & Sizing

• Identify opportunities for operational improvement, including efficiency gains, automation, and work or call deflection

• Quantify potential benefits and support development of business cases

• Track and report on realized benefits in partnership with stakeholders

Process, Technology & Operating Model Alignment

• Ensure alignment between process design, enabling technology, and the broader operating model

• Identify and escalate misalignments or risks that could impact delivery or value realization

• Support change readiness by ensuring processes and tools are clear, usable, and aligned to business needs

Bachelor's Degree and 6 years of experience in Process improvement, consulting or product development OR High School Diploma or GED and 10 years of experience in Process improvement, consulting or product development

Skills:

• Hands-on experience with process mapping (e.g., current/future state, workflow documentation) and process improvement
• Strong ability to translate business needs into structured requirements and documentation
• Demonstrated ability to identify and quantify process improvement opportunities
• Strong analytical thinking, attention to detail, and problem-solving skills
• Effective communication and stakeholder coordination skills
• Experience in business process consulting, operations, business analysis, or related discipline

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.