Customer Experience Analyst

The Customer Experience Analyst 2 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
• 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.

• Identificarás y analizarás necesidades y expectativas de nuestros clientes a través del análisis del Net Promoter Score, investigación de tendencias de mercado, análisis de la competencia, VOC, VOE, etc.
• Darás recomendaciones y mejorarás las experiencias y servicios que fortalezcan la relación con nuestros clientes.
• Analizarás posibles desviaciones a los indicadores acordados, mediante la revisión período de los mismos, a fin de establecer planes de acción para el logro de los objetivos esperados.
• Serás el encargado de dar seguimiento a proyectos de CX asegurando el cumplimiento de objetivos, optimizando procesos y buscando la mejora continua.
• Facilitarás la adopción de nuevos procesos, iniciativas y herramientas entre colaboradores y apoyarás en la formación de equipos enfocados en la experiencia del cliente.
• Aplicar criterios de riesgos y reglas de negocio para la recomendación de iniciativas.
• Manejo de excel (intermedio/avanzado)
• Inglés intermedio (deseable)
• Experiencia en mejora de procesos (deseable)
• Manejo de SQL (deseable)

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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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