Guide Transformation Analyst, AI & Governance

• Work sponsorship is not available for this position.
• Job Title: Guide Transformation Analyst, AI & Governance
• Locations: Onsite in Plano, TX or Mclean, VA (5 days a week)

Job Overview:

Must Have Qualifications: 2-5 years of relevant experience with a strong mortgage background. Excellent communication, writing, organizational, and stakeholder collaboration skills. Ability to review and support changes / updates to guides and ensure they are aligned with policy and governance standards. Familiar with AI tools. Must be a self-starter and able to take initiative.

• Position Overview
• We are seeking a highly motivated Guide Transformation Analyst, AI & Governance to join the Selling and Servicing Guide Transformation team. This role supports the ongoing governance, maintenance, optimization, and modernization of the Seller/Servicer Guide and related customer-facing content, while helping advance the organization's AI-enabled content transformation strategy.
• The Guide Transformation Analyst, AI & Governance will work closely with Product Owners, Policy Teams, Legal, Customer Experience, Servicing, Credit, and operational stakeholders to ensure Guide content remains accurate, governed, customer-focused, and aligned with enterprise standards. The successful candidate will leverage analytical skills, governance discipline, content management expertise, and Artificial Intelligence capabilities to support Guide publications, FAQ governance, Guide governance mapping, customer experience improvements, and future content modernization initiatives.
• This position offers a unique opportunity to help shape the future of Client's digital policy ecosystem while supporting the vision of establishing the Seller/Servicer Guide as an industry-leading digital policy resource.

• Your Impact
• •Support ongoing Guide optimization and modernization initiatives.
• •Maintain governance processes that ensure the accuracy, integrity, and consistency of Guide content.
• Improve customer experience through the delivery of clear, searchable, and consumable policy information.
• •Support efficient publication, governance, and content maintenance activities across the Guide ecosystem.
• •Use data, customer feedback, and performance metrics to identify content improvement opportunities.
• •Leverage Artificial Intelligence and automation capabilities to improve governance efficiency, consistency, and scalability.
• •Contribute to Clients vision of establishing the Seller/Servicer Guide as an industry-leading digital policy resource.
• Key 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.

• Required Qualifications
• •Bachelor's Degree or equivalent combination of education and experience.
• •2-5 years of experience in business analysis, content management, governance, policy administration, mortgage operations, servicing, underwriting, knowledge management, or related fields.
• •Strong analytical and problem-solving capabilities.
• •Excellent written and verbal communication skills.
• •Exceptional attention to detail and quality.
• •Experience managing structured documentation and business processes.
• •Proficiency in Microsoft 365 applications including Excel, Word, PowerPoint, Teams, and Copilot.
• •Ability to manage multiple priorities and deadlines in a fast-paced environment.

• Preferred Qualifications
• •Knowledge of mortgage origination, underwriting, servicing, secondary market operations, or housing finance.
• •Experience supporting governance, compliance, content management, or policy-related 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.

• Benefits: We offer a benefits package including medical, dental, vision, and 401(k).
• Compensation: $40.00 – $45.00 per hour. This is the targeted compensation range for this role per year. Please note that this range is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location.

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.