Job Summary Guide Transformation Analyst, AI & Governance
- Guide Optimization & Modernization:
- Support ongoing improvements to the Seller/Servicer Guide and related content.
- Assist in maintaining and ensuring the accuracy, integrity, and consistency of Guide content.
- Governance & Change Management:
- Review and analyze monthly Guide publications for content impacts.
- Maintain governance tracking and documentation.
- Coordinate publication readiness, validation, and routine update activities.
- Guide Governance Mapping:
- Update governance mapping inventories and documentation.
- Validate Guide references and relationships for accuracy.
- Manage version control and process enhancements.
- FAQ Governance & Content Management:
- Conduct governance reviews for FAQ content.
- Identify and resolve duplicate, outdated, or conflicting FAQs.
- Support FAQ publication and quality review activities.
- FAQ Creation & Content Analysis:
- Identify opportunities for new FAQs from customer feedback and inquiries.
- Draft and maintain FAQ content to approved standards.
- Analyze content performance and assist in prioritization.
- Artificial Intelligence & Automation:
- Utilize Generative AI tools for content governance, analysis, and quality control.
- Create and optimize prompts for AI-powered workflows.
- Evaluate AI outputs for accuracy, compliance, and usability.
- Support automation and AI pilot initiatives.
- Digital Guide Quality Control:
- Perform quality reviews for digital readiness.
- Ensure Guide content is readable, accessible, and user-friendly.
- Support testing and optimization of Guide content.
- Analytics & Reporting:
- Analyze customer feedback, usage trends, and operational metrics.
- Support development of governance dashboards and stakeholder reports.
- Identify and recommend content and process improvements.
- Stakeholder Collaboration:
- Work with Policy, Legal, Customer Experience, Credit, Servicing, Technology, and other teams.
- Participate in governance reviews and strategic initiatives.
- Ensure communication and alignment across Guide Transformation programs.
- Required Qualifications:
- Bachelor's degree or equivalent experience (2-5 years) in mortgage operations, business analysis, content management, policy administration, or related fields.
- Strong analytical, organizational, and communication skills.
- Experience with Microsoft 365 (Excel, Word, PowerPoint, Teams, Copilot).
- Self-starter with ability to manage multiple priorities.
- Preferred Qualifications:
- Mortgage industry knowledge, especially mortgage origination, servicing, and secondary market operations.
- Experience with content management systems, SharePoint, and enterprise AI technologies (e.g., Microsoft Copilot).
- Familiarity with AI governance and process improvement methodologies.
- Impact:
- Contribute to Freddie Mac's objective of establishing the Seller/Servicer Guide as an industry-leading digital policy resource.
- Drive content modernization, digital transformation, and improved customer experience.