Company
Federal Reserve Bank of Boston
The Federal Reserve is developing a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow service. This service will help enable financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of a new mission-critical Federal Reserve initiative that will be transformative to the payments landscape in the United States.
The Service Analytics Director will contribute to the FedNow service and support the operational team by providing visibility into the end-to-end customer experience, identifying Service improvement opportunities, and driving improved experiences leveraging secondary automation. The Service Analytics Director will deliver all Service reporting, conduct analysis via Machine Learning (ML) and other techniques, and lead a small team to automate Service workflows based upon this analysis.
What will be expected of you: -

• Laser focus on a world class, end-to-end customer experience
• Hire staff to support reporting, analytics (ML), and Service automation mission
• Actively support and promote Continual Service Improvement (CSI) for FedNow
• Lead and participate in agile activities (Product Backlog Refinement, Sprint Review)
• Flexibility to support a growing organization through multiple roles
• Coach & mentor team members on reporting, analytics, and workflow automation

Expertise you would bring -

• Bachelor's degree with 10+ years relevant work experience; or 15+ years of relevant work experience
• Experience building reporting & analytics within Tableau
• Experience leveraging ML to extract actionable insights
• Experience reporting on the performance of cloud-based, 24*7 Services
• Direct experience in the deployment of ServiceNow, Salesforce, or similar tools within a large enterprise
• Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
• Initiative and innovation toward improving customer experience leveraging the scientific method
• Strong collaboration, influencing skills, and verbal and written communication skills; specific experience building visualizations to convey complex information
• Strong organizational and time management skills
• Ability to work in a demanding environment and handle multiple competing priorities
• Ability to work in an office environment and/or remotely as applicable

It's added value if you have-

• Experience working with payments systems (preferred)
• Familiarity with ISO20022 messages
• ITIL Certification
• Experience with agile software tools such as Octane, Jira, VersionOne, Trello, Confluence

Full Time / Part Time
Full time
Regular / Temporary
Regular
Job Exempt (Yes / No)
Yes
Job Category
Supervisory/Management
Work Shift
First (United States of America)
The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
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