guide transformation analyst.

job summary:
Fully on-site McLean, VA or Plano, TX

 
 
location: Plano, Texas
job type: Contract to Perm
salary: $30 - 40 per hour
work hours: 9am to 5pm
education: Bachelors
 
responsibilities:
Guide Governance & BAU Guide Change Management - Review monthly Guide publications and identify content impacts. - Analyze additions, deletions, relocations, renumbering, and title changes across Guide sections. - Maintain Guide governance tracking and documentation. - Support publication readiness reviews and post-publication validation activities. - Coordinate governance activities associated with routine Guide updates. - Ensure governance records and supporting documentation are maintained in accordance with established procedures. - Partner with stakeholders to communicate and implement Guide-related changes. - Guide Governance Mapping - Maintain and update Guide governance mapping inventories and associated governance documentation. - Analyze published Guide changes and perform required mapping updates. - Validate Guide references, cross-references, and content relationships for accuracy. - Conduct and support quality assurance reviews of governance mapping updates. - Manage version control, archival activities, and documentation maintenance. - Identify process enhancement opportunities to improve governance mapping efficiency and accuracy. FAQ Governance & Content Management - Conduct governance reviews utilizing established FAQ Product Standards. - Validate Guide citations and supporting policy references. - Identify duplicate, overlapping, outdated, or conflicting FAQ content. - Recommend optimization, consolidation, retirement, and maintenance actions. - Support FAQ publication readiness and quality review activities. - Manage FAQ governance inventories, tracking repositories, and governance metrics. - Ensure customer-facing FAQ content remains aligned with current Guide policy. FAQ Creation & Content Analysis - Identify FAQ opportunities from customer inquiries, Contact Center interactions, lender feedback, stakeholder requests, knowledge articles, and Guide content. - Draft and maintain FAQ content using approved content standards and governance frameworks. - Analyze content performance metrics and customer feedback to support prioritization decisions. - Distinguish between FAQ opportunities, Guide enhancement opportunities, and true Guide gaps. - Support continuous content improvement initiatives across the Guide ecosystem. Artificial Intelligence, Automation & Innovation - Utilize Generative AI and AI-powered tools to support FAQ governance, Guide governance, content analysis, quality control, and publication readiness activities. - Execute and validate AI-enabled workflows designed to improve consistency and reduce manual effort. - Create, test, optimize, and maintain prompts used for FAQ creation, FAQ governance, Guide governance, content analysis, and operational processes. - Evaluate AI-generated outputs for policy accuracy, compliance, governance standards, and customer usability. - Identify opportunities to automate repetitive content governance and operational tasks. - Support AI pilot initiatives related to Guide Transformation, content modernization, and digital content delivery. - Document AI use cases, best practices, lessons learned, and governance controls. - Partner with business and technology teams to evaluate emerging AI capabilities and business applications. - Contribute to future Guide-as-Data, machine-readable policy content, and digital content modernization initiatives. Digital Guide Quality Control & Optimization - Perform quality reviews supporting digital readiness initiatives. - Validate Guide content for readability, usability, accessibility, and searchability. - Identify opportunities to improve content structure, navigation, and customer comprehension. - Support testing activities associated with Guide enhancements and content releases. - Assist with Guide refactoring and optimization efforts. - Analytics, Reporting & Customer Insights - Analyze customer feedback, Guide interaction data, content usage trends, and operational metrics. - Monitor customer pain points and recurring inquiry trends. - Support development of governance dashboards, operational reporting, and stakeholder presentations. - Identify opportunities for FAQ creation, content optimization, and customer experience improvements. - Deliver insights and recommendations that support data-driven prioritization decisions. Stakeholder Collaboration - Partner with Policy, Legal, Customer Education, CRM, Contact Center, Credit, Servicing, and Technology stakeholders. - Participate in governance reviews, publication activities, working sessions, and strategic initiatives. - Support communication, coordination, and alignment efforts across Guide Transformation programs. - Contribute to the successful execution of enterprise content modernization objectives.

 
qualifications:
Experience supporting governance, compliance, content management, or policyrelated functions.

- Experience with SharePoint, content management systems, or knowledge

management platforms.

- Experience utilizing Generative AI solutions such as Microsoft Copilot or other

enterprise AI technologies.

- Experience creating, testing, or optimizing prompts for business processes.

- Familiarity with AI governance, Responsible AI practices, and validation

methodologies.

- Experience identifying automation opportunities and implementing process

improvements.

 
skills:
AI-powered tools,AI,AI-enabled,Artificial Intelligence,AI use cases,AI capabilities,AI technologies,business applications,Content Analysis,Analytics,digital content,enterprise content,Generative AI,Generative AI solutions,knowledge management,Excel,Microsoft Copilot,PowerPoint,SharePoint,Word,Microsoft 365 applications,version control,analytical skills,analytical,Exceptional attention to detail,communication,Excellent written and verbal communication,Coordinate,problem-solving capabilities,self-starter,highly motivated,customer-focused,strategic initiatives,Collaboration,administration,automation capabilities,Automation,automate,business analysis,implementing process improvements,business processes,Contact Center,Responsible AI practices,Change Management,content management,content management systems,Customer Education,Customer Experience,Customer Insights,CRM,customer feedback,customer inquiries,dashboards,Responsible AI,archival,consolidation,underwriting,governance,governance processes,governance frameworks,AI governance,Innovation,mortgage origination,maintenance,maintenance actions,metrics,MS Teams,mortgage,housing finance,operational reporting,performance metrics,collaboration skills,publications,publication,quality control,quality assurance,Selling,scalability,content optimization,secondary market,stakeholder presentations,inventories,structured documentation,testing,usability,workflows


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.