Academy Design Consultant I - Client Services

📍 Job Overview

Job Title: Academy Design Consultant I - Client Services

Company: Bank of America

Location: Charlotte, North Carolina, United States (Multiple locations including Atlanta, GA; Plano, TX; Phoenix, AZ; Chicago, IL)

Job Type: FULL_TIME

Category: Learning & Development Operations / GTM Enablement

Date Posted: 2025-09-22

Experience Level: Entry-Level (0-2 years)

Remote Status: Hybrid

🚀 Role Summary

• Program Design & Development: This role is focused on the end-to-end design and development of learning programs within the Client Services organization, specifically for The Academy for Consumer Banking.

• Performance Improvement: Partner with business leaders and cross-functional teams to identify performance gaps and develop training solutions that drive tangible improvements and readiness initiatives.

• Process & Project Management: Manage multiple training programs and projects simultaneously, ensuring adherence to timelines, quality standards, and effective utilization of resources.

• Stakeholder Collaboration: Build and maintain strong relationships with Line of Business (LOB) partners, Academy teammates, and senior leaders to gather requirements, influence strategy, and ensure program alignment.

📝 Enhancement Note: While the title is "Academy Design Consultant I," the responsibilities strongly align with operational aspects of Learning & Development (L&D) and Go-To-Market (GTM) enablement. The focus on program design, performance improvement, and stakeholder management within a specific business unit (Client Services) indicates a role that bridges operational execution with strategic learning initiatives, crucial for GTM success. The mention of "Client Services" and "Consumer Banking" suggests a direct impact on customer-facing operations and revenue generation through enhanced agent performance.

📈 Primary Responsibilities

• Curriculum Development: Design and build comprehensive learning programs, including job task analysis, learning maps, learning pathways, and curriculum content tailored to specific roles within Client Services.

• Needs Analysis: Partner with LOB stakeholders to conduct thorough needs assessments, identifying performance gaps and training requirements to support business strategy and initiative rollouts.

• Program Management & Execution: Manage the lifecycle of multiple training programs, from initial design through deployment, including planning, execution of training events, and ongoing maintenance.

• Effectiveness Measurement: Collaborate with Academy Leaders and Managers to measure program effectiveness post-deployment, analyze results, and implement improvements for future iterations.

• Cross-Functional Liaison: Act as a key liaison between the Client Services organization, LOB partners, and broader Learning partners to ensure seamless delivery of content and alignment of training initiatives.

• Content Creation: Develop engaging and effective training materials that facilitate learning transference and incorporate industry best practices for adult learning.

• Process Documentation & Maintenance: Own the development and maintenance of program resources, tools, and documentation for onboarding and ongoing training, ensuring accuracy and accessibility.

• Project Tracking & Reporting: Maintain project tracking systems and provide regular updates on program status, key milestones, and potential risks to stakeholders.

📝 Enhancement Note: The responsibilities highlight a blend of instructional design and operational program management. The emphasis on "analyzes and designs multiple Academy programs," "aggregates multiple sources of information," and "builds training materials that demonstrate learning transference" points to a structured, data-informed approach to learning development, which is a core component of operational excellence in L&D. The need to "partner with Line of Business (LOB) partners to determine readiness/deployment needs" and "assess program impacts" directly links this role to GTM readiness and operational efficiency.

🎓 Skills & Qualifications

Education:

Experience:

• Experience with content design and development is a mandatory requirement.

• A minimum of 1 year of project management experience is desired.

Required Skills:

• Learning Design & Development: Proven ability to design and develop effective learning programs and materials.

• Project Management: Ability to manage multiple projects simultaneously with compressed timelines, demonstrating strong organizational and planning capabilities.

• Microsoft Office Suite: Strong proficiency in Word and PowerPoint for content creation and presentation.

• Communication Skills: Excellent interpersonal, relationship-building, and written/verbal communication skills, with a strong ability to collaborate, partner, and influence.

• Problem-Solving: Demonstrated ability to identify issues, analyze complex ideas, and develop well-structured solutions and materials.

• Adaptability: Ability to work effectively under pressure and continuously evaluate priorities in a changing environment.

• Detail Orientation: Meticulous attention to detail in all aspects of program design and execution.

• Teamwork: Ability to work independently and as a strong team player, contributing to a collaborative environment.

Preferred Skills:

• Development Tools: Experience with authoring tools such as Articulate, Lectora, or similar e-learning development software.

• Business Acumen: Understanding of the Client Services operating model, client care principles, and relevant systems.

• Strategic Thinking: Ability to convey new ideas and proposals effectively.

• Self-Motivation: Proactive and driven to take initiative and complete tasks with minimal supervision.

• Presentation Skills: Strong ability to present information clearly and persuasively to various audiences.

📝 Enhancement Note: The required skills emphasize operational execution (Project Management, Process Design, Prioritization, Attention to Detail) alongside core L&D competencies. The "Desired Qualifications" further reinforce the need for practical knowledge of the "Client Services operating model," which is critical for designing relevant and impactful training that directly supports operational goals and client satisfaction. The mention of specific development tools like Articulate suggests a need for technical proficiency in modern learning technology platforms common in GTM enablement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Learning Program Samples: Showcase examples of learning programs designed, including learning objectives, content structure, and delivery methods.

• Job Task Analysis Documentation: Provide samples of job task analyses conducted to inform curriculum development, demonstrating a systematic approach to understanding role requirements.

• Learning Pathway Designs: Include examples of designed learning pathways or career path designs, illustrating how individuals progress through learning experiences.

• Process Improvement Case Studies: Present case studies that highlight a specific learning initiative, detailing the problem, the designed solution, implementation, and measurable impact on performance or efficiency.

• Project Management Artifacts: Samples of project plans, timelines, or status reports related to learning initiatives to demonstrate project management capabilities.

Process Documentation:

• Workflow Design: Evidence of designing structured workflows for learning program development, from needs analysis to content deployment and evaluation.

• System Integration: Demonstrate understanding of how learning programs integrate with broader HR systems, learning management systems (LMS), or performance management platforms.

• Metrics & Evaluation: Examples of how training program effectiveness was measured, including the design of assessments, feedback mechanisms, and performance tracking.

📝 Enhancement Note: For an "Academy Design Consultant" role, a portfolio is essential to demonstrate practical application of design principles and project management skills. The emphasis on "job task analysis," "learning maps," and "pathways" indicates a need for structured instructional design processes. The inclusion of "process improvement case studies" and "metrics & evaluation" points towards an expectation that candidates can not only design but also demonstrate the operational impact and ROI of their learning solutions, a key aspect of GTM operations.

💵 Compensation & Benefits

Salary Range: $70,000 - $107,100 annualized salary. Offers will be determined based on experience, education, and skill set.

Benefits:

• Industry-Leading Benefits: Comprehensive benefits package provided by Bank of America.

• Paid Time Off: Access to paid time off for personal well-being and work-life balance.

• Resources and Support: Access to resources and support systems designed to enhance employee performance and well-being.

• Discretionary Incentive: Eligible to participate in the annual discretionary incentive plan, based on individual, team, and company performance.

Working Hours: 40 hours per week, typically aligned with the 1st shift (standard business hours).

📝 Enhancement Note: The salary range is competitive for an entry-level to mid-level role in the L&D or operations space in major metropolitan areas like Charlotte, Atlanta, or Chicago. The mention of a discretionary incentive plan is common in corporate environments and aligns with performance-driven roles in operations and client-facing functions. The "Industry-Leading Benefits" suggest a robust package common for large financial institutions, which can include health, retirement, and other wellness programs.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Company Size: Bank of America is a global financial institution, employing tens of thousands of individuals worldwide. This large scale implies established processes, significant resources, and opportunities for diverse career paths.

Founded: 1998 (following the merger of NationsBank and BankAmerica), with roots tracing back much further, indicating a long history and deep-seated expertise in the financial sector.

Team Structure:

• Academy for Consumer Banking: The role sits within a dedicated "Academy" focused on the Consumer Banking division, suggesting a specialized L&D function.

• Cross-Functional Collaboration: The role requires active partnership with "Academy teammates" and "Line of Business (LOB) partners," indicating a matrixed or collaborative team structure where operational units and specialized L&D professionals work closely together.

• Reporting: Likely reports into an L&D Manager or Academy Lead within the Consumer Banking division, with direct collaboration with business unit leaders.

Methodology:

• Data-Driven Design: The emphasis on analyzing program effectiveness and making updates based on results suggests a data-informed approach to learning design and continuous improvement.

• Process Optimization: The role involves designing and refining learning pathways and curriculum, aligning with a focus on optimizing operational readiness and performance.

• Partnership & Influence: Building credibility and influencing stakeholders are key to success, indicating a collaborative and consultative approach to delivering L&D solutions.

Company Website: Bank of America Website (Note: The provided URL was for a specific job posting, not the general company site.)

📝 Enhancement Note: Bank of America's culture emphasizes "Responsible Growth," which translates to a focus on ethical practices, client-centricity, and sustainable business development. For operations roles, this means a commitment to process integrity, risk management, and delivering value through efficiency and quality. The "Academy" structure suggests a commitment to investing in employee development as a key driver of business performance.

📈 Career & Growth Analysis

Operations Career Level: This is an "I" level consultant role, typically indicating an entry-level or early-career position within a specialized function like L&D operations or GTM enablement. It involves foundational program design and execution responsibilities.

Reporting Structure: Reports to a manager within the Academy structure, likely overseeing specific programs or business lines. Will work closely with senior LOB partners and cross-functional teams.

Operations Impact: Directly impacts the readiness and performance of front-line employees within Client Services, which is critical for client satisfaction, retention, and revenue generation in the Consumer Banking division. Effective training programs lead to improved operational efficiency, reduced errors, and enhanced customer experience.

Growth Opportunities:

• Skill Specialization: Opportunity to deepen expertise in learning design, program management, and potentially specific L&D technologies (e.g., authoring tools, LMS administration).

• Cross-Functional Exposure: Gain experience working across different business units and with various stakeholders, building a broad understanding of the bank's operations.

• Advancement: Potential to progress to Academy Design Consultant II, Senior Academy Design Consultant, or similar roles, with increased responsibility for more complex programs, strategic input, and potentially team leadership.

• Industry Certifications: Opportunities to pursue relevant certifications in instructional design, project management (e.g., PMP), or learning technologies.

📝 Enhancement Note: As an entry-level operations role in L&D, the growth path is typically within the L&D function or into broader program/project management roles within the business. The financial services industry offers stability and structured career progression, making this a good foundation for a career in operations management or specialized enablement functions.

🌐 Work Environment

Office Type: Bank of America promotes an "in-office culture" with specific requirements for office-based attendance, allowing for "an appropriate level of flexibility." This suggests a hybrid work model.

Office Location(s): The role is based in Charlotte, NC, but similar positions are available in Atlanta, GA; Plano, TX; Phoenix, AZ; and Chicago, IL, indicating a national presence for the Client Services Academy.

Workspace Context:

• Collaborative Hubs: Expect to work in a corporate office environment, likely with access to meeting rooms, collaboration spaces, and standard office amenities.

• Technology Enabled: Access to corporate IT systems, necessary software (Microsoft Office Suite), and potentially specialized L&D tools.

• Team Interaction: Frequent interaction with fellow Academy teammates, LOB partners, and potentially trainees during program development and feedback sessions.

Work Schedule: Standard 40-hour work week, typically during business hours (1st shift). While the role requires office-based attendance, there may be flexibility in daily schedules depending on project needs and team agreements.

📝 Enhancement Note: The "in-office culture" with flexibility suggests a hybrid model, likely requiring 2-3 days per week in the office. This is common in large corporations to foster collaboration and maintain company culture. The availability across multiple major cities offers candidates geographical flexibility.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a recruiter screen to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: Focus on experience with content design, project management, and understanding of operational needs within Client Services. Expect behavioral questions related to collaboration, problem-solving, and handling pressure.

• Skills Assessment/Case Study: May involve a practical exercise or case study to evaluate content design skills, presentation abilities, and problem-solving approach, potentially requiring a brief presentation of portfolio work.

• Team/Stakeholder Interviews: Interviews with potential peers or key LOB partners to assess collaboration style and ability to influence.

• Final Round: May involve senior leadership or HR for final assessment of fit and potential.

Portfolio Review Tips:

• Curate Select Pieces: Choose 2-3 strong examples that best showcase your skills in learning design, project management, and impact.

• Structure for Clarity: For each piece, clearly articulate the problem statement, your role, the design process, the solution implemented, and quantifiable results (e.g., improved performance metrics, reduced errors, increased efficiency).

• Highlight Operational Relevance: Emphasize how your learning solutions directly supported business objectives, improved operational processes, or enhanced client interactions.

• Showcase Process: Include samples of job task analysis, learning maps, or curriculum outlines to demonstrate your systematic approach.

• Be Ready to Discuss: Prepare to walk through your portfolio items, explain your design choices, and answer questions about challenges faced and lessons learned.

Challenge Preparation:

• Anticipate Design Tasks: Be prepared for a scenario-based question where you might need to outline the design process for a specific training need.

• Focus on Collaboration: Practice articulating how you would partner with LOB stakeholders to gather requirements and ensure buy-in.

• Demonstrate Problem-Solving: Think about common challenges in L&D or operations (e.g., resistance to change, measuring training ROI, adapting to new technologies) and how you would address them.

• Understand Bank of America: Research the company's mission, values, and the Consumer Banking division's strategic priorities to tailor your responses.

📝 Enhancement Note: The emphasis on "analyzes and designs multiple Academy programs" and "partners with LOB partners" suggests that the interview process will heavily scrutinize the candidate's ability to translate business needs into structured learning solutions and manage the operational delivery of these programs. A strong portfolio demonstrating structured design processes and measurable outcomes will be critical.

🛠 Tools & Technology Stack

Primary Tools:

• Microsoft Office Suite: Essential for content creation and presentation (Word, PowerPoint).

• E-learning Authoring Tools (Preferred): Articulate, Lectora, or similar tools for developing interactive online learning modules.

• Learning Management System (LMS): Familiarity with LMS platforms for delivering and tracking training is beneficial.

• Project Management Software: Tools like Microsoft Project, Asana, or Jira may be used for tracking project timelines and tasks.

Analytics & Reporting:

• Performance Metrics Tools: Ability to utilize data from internal systems to analyze training effectiveness and identify areas for improvement.

• Reporting Dashboards: Experience with creating or interpreting reports on learning program participation, completion rates, and impact metrics.

CRM & Automation:

• CRM Systems (Familiarity): Understanding of CRM systems used in client services (e.g., Salesforce, internal Bank of America systems) is advantageous for context.

• Internal Bank Systems: Likely interaction with various proprietary Bank of America systems for client data, account management, and operational processes.

📝 Enhancement Note: While specific tools are not explicitly listed as "required" beyond Office, the mention of "development tools (Articulate, Lectora, etc.)" as desired indicates a preference for candidates familiar with modern e-learning authoring. Proficiency in these tools and an understanding of how learning integrates with CRM and other operational systems are key for effective GTM enablement.

👥 Team Culture & Values

Operations Values:

• Client Focus: A strong commitment to serving clients and improving their experience, which training directly supports.

• Continuous Improvement: A drive to constantly refine processes, learning materials, and program effectiveness to achieve better outcomes.

• Collaboration: Emphasis on working effectively with diverse teams and stakeholders to achieve shared goals.

• Integrity & Responsibility: Adherence to Bank of America's core values of acting with integrity and driving responsible growth.

• Data-Driven Decisions: Utilizing data and analysis to inform design choices and measure program success.

Collaboration Style:

• Partnership-Oriented: Key to building strong working relationships with LOB partners to understand their needs and co-create solutions.

• Consultative: Acting as an internal consultant to advise business partners on effective learning strategies.

• Feedback-Driven: Openness to receiving and providing constructive feedback to improve content and processes.

• Cross-Functional Integration: Seamlessly integrating learning initiatives with broader business projects and operational changes.

📝 Enhancement Note: The company's emphasis on "Responsible Growth" and "making financial lives better" translates into a culture that values impactful work, ethical conduct, and employee development. For an operations role, this means a focus on accuracy, efficiency, and delivering tangible results that align with these broader company objectives.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Multiple Priorities: Managing numerous projects with competing deadlines requires strong organizational and prioritization skills.

• Influencing Stakeholders: Gaining buy-in and alignment from various LOB partners with different perspectives can be challenging.

• Measuring Impact: Quantifying the direct impact of training programs on business metrics can be complex but is crucial for demonstrating value.

• Adapting to Change: The financial services industry is dynamic; staying current with product changes, regulatory updates, and evolving client needs is essential.

• Leveraging Technology: Effectively utilizing L&D technologies to create engaging and scalable learning solutions.

Learning & Development Opportunities:

• Instructional Design Mastery: Deepen skills in adult learning theories, curriculum design, and e-learning development.

• Project Management Expertise: Develop robust project management capabilities within a large corporate structure.

• Business Acumen: Gain a comprehensive understanding of the Consumer Banking business, its operations, and its strategic drivers.

• Industry Trends: Stay abreast of emerging trends in learning technology and L&D best practices.

• Networking: Build a professional network across various departments within Bank of America.

📝 Enhancement Note: The challenges presented are typical for roles that bridge operational execution with strategic projects. The growth opportunities are clearly defined, offering a structured path for an individual to build expertise in L&D operations and program management within a large, stable organization.

💡 Interview Preparation

Strategy Questions:

• Program Design Approach: "Describe your process for designing a new training program from initial needs analysis to final deployment." Focus on structured methodologies, stakeholder involvement, and outcome-based design.

• Stakeholder Management: "How do you partner with business leaders to identify learning needs and gain buy-in for your proposed solutions?" Highlight communication, influence, and collaborative problem-solving.

• Handling Complexity: "Describe a time you had to manage multiple projects with competing priorities. How did you ensure successful delivery of all initiatives?" Emphasize prioritization, time management, and communication.

• Measuring Effectiveness: "How would you measure the success of a training program aimed at improving client satisfaction or sales performance in a call center environment?" Discuss relevant metrics, data sources, and analysis techniques.

Company & Culture Questions:

• Alignment with Values: "How do Bank of America's values, such as 'Helping make financial lives better,' resonate with your approach to designing learning programs?" Connect your work to client impact and responsible growth.

• Team Collaboration: "Describe your ideal collaboration style with business partners and fellow L&D professionals." Focus on open communication, shared ownership, and constructive feedback.

• Operational Understanding: "What do you understand about the challenges and opportunities within the Client Services or Consumer Banking operations?" Show you've researched the business unit.

Portfolio Presentation Strategy:

• Concise Storytelling: For each portfolio piece, present a clear narrative: Problem -> Action (Your Design Process) -> Result (Quantifiable Impact).

• Highlight Key Skills: Explicitly connect your portfolio examples back to the required skills like "Learning Design," "Program Management," and "Process Design."

• Demonstrate ROI: If possible, quantify the return on investment or tangible benefits achieved through your learning solutions.

• Technical Walkthrough: Be ready to briefly explain the tools or platforms used in creating your examples.

• Address Gaps: If you lack direct experience in a specific area (e.g., authoring tools), be prepared to discuss how you would quickly learn and adapt.

📝 Enhancement Note: Interview preparation should focus on demonstrating a solid understanding of the learning design process, strong project management capabilities, and the ability to translate business needs into actionable training programs that drive operational performance. The emphasis on "Client Services" and "Academy" means showcasing how learning directly supports business goals and client outcomes.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link.

• Tailor Your Resume: Highlight specific experiences in content design, program management, and any relevant project work. Quantify achievements wherever possible (e.g., "Designed training that reduced onboarding time by 15%").

• Prepare Your Portfolio: Curate 2-3 strong examples of learning programs, job task analyses, or process improvement case studies. Ensure they clearly demonstrate your design process and impact.

• Practice Interview Responses: Prepare for behavioral questions focusing on collaboration, problem-solving, and managing multiple projects, using the STAR method (Situation, Task, Action, Result).

• Research Bank of America: Understand the company's mission, values, and the specific goals of the Consumer Banking division to tailor your communication and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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