BANAMEX - Customer Experience and Market Research Analyst - Officer

Discover your future at Citi

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Job Overview

The Customer Experience Analyst is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

Responsibilities:

• Monitoring and maintaining Regulatory consumer protection system daily
• Establishing/enhancing internal consumer protection policies / procedures subject to new regulations
• Overseeing the implementation of Monthly Consumer Protection Meeting
• Drive and implement staff recognition programs to promote customer centric culture.
• Produce communication contents to promote culture, customer centric behaviour and up-to-date digital development.
• Drive huddle activities across various departments to instill company values.
• Assist in call monitoring and reporting to support Net Promoter Score (NPS) bottom up fieldwork
• Track NPS bottom up performance movement, analyse and identify actionable insights and provide timely regular updates for performance improvement.
• Assist in quality assurance and results monitoring in support of Net Promoter Score top down fieldwork operations include fieldwork witnessing, quality assurance, result monitoring and related tasks.
• Provide support on cultural or regional driven initiatives when required.
• review post sales communication to ensure relevance of the communication materials including adherence to Citi branding guidelines including logo, format and language
• 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:

• 0-2 years relevant experience working in customer service, marketing, legal, compliance or related fields

Education:

• Bachelor’s/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.

​Experiencia Profesional

2 años de experiencia realizando las siguientes actividades:

• Aplicando metodologías de análisis cuantitativo y cualitativo en agencias de investigación o áreas de research
• Presentación de resultados a dirección
• Análisis y sintesis de la información para la elaboración de reportes
• Elaboración de propuestas de estudios de investigación de mercados (Mystery Shoppers, Benchmarks, Analisis de Precios, Conjoint, MaxDiff etc.)
• Deseable conocimiento de modelado y análisis estadístico multivariad
• (Preferente) Experiencia en levantamiento o analisis de información del sector financiero.

​Habilidades

• Manejo de paquetería Office
• Conocimiento sobre el uso de paquetería de análisis estadístico como SAS, R, SPSS, Python (opcional)
• Software de analisis enfocado a estudios de experiencia al cliente (Medallia, Qualtrics, survey monkey, etc)
• Experiencia en interpretación de datos y presentación de hallazgos clave.
• Inglés fluido
• Facilidad de palabra
• Liderazgo

Educación

• Licenciatura en Marketing, Actuaría/matemáticas,  o Afin.

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Job Family Group:

Marketing

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Job Family:

Customer Experience

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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