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Client Experience and Complaints Analytics Manager (BP&A Group Manager)

Job Req ID 21310758 Primary Location Irving, Texas; San Antonio, Texas; Kansas City, Missouri; Hagerstown, Maryland; Jacksonville, Florida; Meridian, Idaho; Tampa, Florida; Florence, Kentucky; Gray, Tennessee; Sioux Falls, South Dakota Job Category Operations - Core
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The Client Experience and Complaints Analytics Manager manages a team of analysts responsible for complaints analytics supporting Operations and Service Excellence for Branded Cards, Retail Bank and Retail Services.  Leads team providing analytics on changes in trends of customer complaints, drivers of complaints, and working with business partners to identify opportunities for innovative solutions to improve client experience and reduce customer pain points.  Analytics manager should have strong knowledge of the consumer lending and retail banking business.  The role requires experience managing a team of analysts using data to solve complex business challenges.  Requires excellent analytical skills to filter, prioritize and validate potentially complex and dynamic material from multiple sources and leverage varies quantitative methodologies to derive business insights and recommendations. Developed communication and diplomacy skills are required to guide, influence, and convince others, in particular colleagues in other areas and occasional external customers.


  • Manage team providing analytics on complaint trends for Branded Cards, Retail Bank, and Retail Services.
  • Define team goals and strategic direction.  Manage priorities for the team to identify opportunities to reduce customer complaints and improve client experience.
  • Accountable for end results. Utilizes excellent communication skills required to negotiate internally, often at senior levels (across functions); may communicate with external parties.
  • Resolves complex and highly variable issues with substantial potential impact.
  • Demonstrates an in-depth understanding of how own area integrates within the overall function to achieve objectives; requires a good understanding of the industry.
  • Manages compliance efforts to follow policies and procedures, as well as contribute to defining standards.


  • 10+ years relevant experience
  • 5+ years experience in analytics required, preferably in financial services
  • Experience with SAS/SQL/Python/R
  • Advanced proficiency with MS Excel and PowerPoint required
  • Excellent verbal and written communication skills required


  • Bachelor’s/University degree, Master’s degree preferred

This position may sit at any U.S. Citi Operations site.


Job Family Group:

Operations - Core


Job Family:

Business Planning & Analysis


Time Type:

Full time


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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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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