Customer Experience Senior Analyst - C12

The Customer Experience Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Gain a deep understanding of the challenges and opportunities facing our business through partnership, active listening, and thoughtful questions
• Collaborate on structuring effective and efficient research plans that will meet the strategic needs of our partners
• Responsible for delivering end state of standard and adhoc reports to Senior Management, Regulatory Agencies and various business partners.
• Responsible for sorting data from various systemic applications and designing custom final report formats.
• Assist with the re-engineering process by automating the initial builds for the reports.
• Manage and track experiences for key customer segments and analyze points for improvement.
• Maintain reports and queries within reporting application; ensure feeds from database are uploading.
• Report issues with report application (query and data issues).
• Liaise with various business partners to support different projects.
• Analytical skills to evaluate information from multiple sources.
• Responsible for creating monthly trend reports, including segment specific support.
• Assist with the creation and analysis of various reports for surveys.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 5-8 years of experience in customer experience marketing or research role;
• Experience providing project or product leadership and performing qualitative and quantitative research

Education:

• Bachelors/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Citi's Global Consumer Bank (GCB) has a unique opportunity to leverage its consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way. Citi is optimizing its relationship structure to realize a fully integrated delivery model with technology at its core, where sales, marketing and product all work in concert on the cross-platform goals of the company to help us deliver a remarkable customer experience. The Service Experience and Continuous Improvement (SECI) organization oversees the client experiences across Citi's GCB. At the heart of everything that we do in SECI is a relentless focus on client centricity, taking a singular view of clients across GCB's businesses. We are an empowered organization that moves fast to continuously improve our clients' digital experiences. SECI organizes around domains that are aligned to our customer missions and this leader will be part of the Continuous Improvement group. A key part the Continuous Improvement teams mission is to deliver near real time insights around customer pain points across all consumer products and channels utilizing various sources, tools and methods. Our team is passionate about connecting, creating, delivering, and enabling the promotion of consistent and seamless experiences to help customers effortlessly engage with Citi.

Responsibilities:

• Finding & fixing issues quickly to drive better experiences for our clients. Leverage insights to influence future design.
• Specializes in Alert Engine/Web Dashboard, Medallia Digital, Glassbox, and other tools to enhance Real-Time monitoring program (KPIs, thresholds, tuning, etc)
• Serves as client experience SME for assigned areas; execute 'eyes on glass' Real-Time Monitoring, Detection & Resolution for assigned domain responsibility. Ensures monitoring readiness for planned enhancements.
• Influences stakeholder engagement models, driving enhancements as needed. Partners closely with cords functional stakeholders, to prioritize resolution of known break/fix and design opportunities
• Delivers Day to Day connectivity with eServices, and drives Ops awareness of known digital issues.
• Executes event triage/diagnostics, sizing and root cause analysis.
• Deliver reporting and strategic insights through analysis to drive improvements to the Customer Experience

Qualifications:

• 2+ years' experience in a consumer-focused company with operational and digital servicing experience
• Customer focus; strong record of achievement in applying a customer mindset to shape solutions and approaches and to drive change/achieve business goals
• Adaptable, Bold, Collaborative, Courageous and Determined and operates with a lot of Empathy both in internal interactions and for the customer
• Passion for making the lives of Citi's customers easy
• Experience with Citi.com and Citi Mobile apps and/or comfort working with Agile Development teams; deep knowledge of Citi's organizational and business models/priorities
• Demonstrated track record of collaboration across multiple, disparate internal business groups, with the ability to build strong networks and relationships both internally and externally
• Ability to concurrently prioritize and manage multiple projects of varying degrees of size and scope
• Strong sense of accountability, decisiveness, proactivity, and intellectual curiosity with the ability to work independently and take ownership
• This position may have the opportunity to sit at any Citi U.S. Operations Site.

Education:

• Bachelors/University degree or equivalent experience

Job Family Group:
Marketing

Job Family:
Customer Experience

Time Type:
Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.