AI Process Analyst — Real Estate Capital & Commercial Servicing

KeyBank’s Real Estate Capital Business & Technology Optimization team is seeking an AI  Process Analyst to support AI and process improvement initiatives across Real Estate Capital (REC) and KeyBank Commercial Servicing (KCIS).

This role works directly with business teams to understand how work gets done, identify opportunities for improvement, and translate those opportunities into practical solutions using artificial intelligence, automation, and process redesign. Assignments will span lending and servicing, with focus and capacity allocated according to agreed business priorities, expected value, and delivery readiness.

The analyst will help move opportunities from initial discovery through prototyping, testing, and implementation in partnership with business, technology, risk, and change management teams. The ideal candidate combines strong process analysis and curiosity with the hands-on ability to use AI tools to build, test and refine prototypes that turn business needs into practical solutions.

• Work with REC and KCIS business teams, including bankers, analysts, underwriters, portfolio managers, servicing professionals, and operations staff, to understand workflows, pain points, and business requirements.
• Map current processes, including activities, decisions, handoffs, systems, and supporting documents.
• Identify opportunities to eliminate unnecessary work, reduce manual effort, improve quality, and accelerate turnaround times across lending and servicing.
• Evaluate when AI, conventional automation, system enhancements, or process changes offer the most practical solution.
• Identify common needs across REC and KCIS where reusable capabilities can extend business value and reduce duplicate effort.

• Develop and refine AI instructions, reusable skills, and low-code prototypes using approved enterprise tools.
• Support the definition of focused use cases with clear inputs, expected outputs, business rules, exception handling, and acceptance criteria.
• Break larger opportunities into manageable increments that can be tested and delivered quickly.
• Partner with technical teams and business partners to define data, document, integration, and workflow requirements.
• Create clear requirements and documentation that support implementation, reuse, and ongoing maintenance.

• Develop representative test scenarios covering successful outcomes, exceptions, missing information, and conflicting evidence.
• Assess AI outputs for accuracy, consistency, supporting evidence, and appropriate handling of uncertainty.
• Define where deterministic rules, validation controls, and human review are required.
• Partner with UAT resources and business SMEs to investigate issues and confirm solutions meet business needs.
• Work with the change management lead and business partners to support demonstrations, user guidance, feedback, and adoption.

• Maintain a shared view of REC and KCIS opportunities, including estimated value, delivery effort, dependencies, and risks.
• Execute against agreed priorities and adapt assignments as business needs and delivery readiness change.
• Establish baseline measures and track improvements in effort, turnaround time, quality, rework, and user adoption.
• Follow enterprise requirements for information security, privacy, data handling, and responsible AI use.
• Communicate findings, recommendations, delivery progress, and priority tradeoffs clearly to business and technical stakeholders.

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Practical experience applying generative AI or automation tools to business problems, including developing instructions and evaluating results.
• Proficiency with Microsoft Copilot Studio, Power Automate, Google Gemini or comparable enterprise platforms.
• Demonstrated experience in business analysis, process improvement, operations transformation, or technology delivery.
• Understanding of the differences between AI-based reasoning and rules-based processing, and when each is appropriate.
• Strong analytical, problem-solving, written communication, and stakeholder management skills.
• Ability to independently lead discovery sessions and translate complex workflows into clear requirements and actionable improvements.

• Ability to work across business teams, manage shifting priorities, incorporate feedback, and deliver useful results in short iterations.

• Experience in commercial real estate lending, commercial banking, underwriting, portfolio management, or commercial mortgage servicing.
• Familiarity with document classification, data extraction, knowledge retrieval, and human review workflows.
• Computer science degree or equivalent
• Working knowledge of data structures, APIs, SQL, or Python.
• Experience delivering solutions in a regulated environment.

Success means delivering practical improvements that REC and KCIS teams use and trust: less manual work, faster completion, better consistency, and measurable results. The analyst builds a strong understanding of both businesses, exercises independent judgment, and turns prioritized opportunities into tested, repeatable capabilities that can be reused where appropriate.

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

• Occasional travel to include overnight stay.

Work Location Category

• Hybrid (3+ days)

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.