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Customer Experience Platform Solutions Intermediate Analyst - C11

Job Req ID 22463648 Primary Location Irving, Texas; San Antonio, Texas; Wilmington, Delaware; O'Fallon, Missouri; Kansas City, Missouri; Jacksonville, Florida; Meridian, Idaho; Atlanta, Georgia; Tampa, Florida; New York, New York; Roy, Utah; Florence, Kentucky; Gray, Tennessee; Sioux Falls, South Dakota Job Category Product Management and Development
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The Customer Experience PM Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.


  • Plays a role in developing and managing the implementation of customer experience product suite for new and existing customers across businesses
  • Works across multiple lines of business to deliver value added enhancement to the customer engagement platforms
  • Enhance customer experience across online and offline assets through testing, personalization and automation of customer journeys
  • Performs project management on small to medium scale projects from inception through to delivery
  • Supports the product and partner teams in the development of digital tools and all web assets providing guidance on best practice and upcoming market trends/opportunities
  • Brings innovations in tools to improve responses and design
  • Manages key projects/digital initiatives and deliver positive outcomes in line with business deadlines
  • Meet Key Performance Indicators; meet Customer Satisfaction and Net Promotor Score goals
  • Supports website, innovating to deliver a remarkable customer experience, drive conversion and better engagement with the brand and products
  • Track and manage production issues and work with relevant technology and local teams to expedite solutions
  • Participates in monthly releases and performs business sanity testing
  • Provide Subject Matter Expertise and direction for insights gained from experience on customer experience product project delivery
  • Attend customer experience industry events and courses to remain up to date with industry trends and innovation; share relevant learnings and opportunities with the customer experience community
  • Develop and deliver world class customer experience program and functionality delivery
  • Prepare consistent and uniform reporting outputs that provide direction for optimization
  • Provide accurate and valuable MIS for key stakeholders to ensure a customer experience first approach to all activities
  • Work as problem solver for key initiatives across multiple business areas to deliver customer experience projects
  • Leverage local, regional and global relationships to ensure delivery of key projects and initiatives
  • Maintain relationships with key stakeholders across the business
  • 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.


  • 2-5 years relevant experience
  • Excellent numerical/analytical capability
  • Consistently demonstrates clear and concise written and verbal communication
  • High level of proficiency in Microsoft Office applications
  • Ability to think strategically and then execute upon that design
  • Proven ability to plan and coordinate


  • 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.

  • Qualtrics SME: Quickly become an expert on the Qualtrics Experience Management (XM) Platform and related solutions.  Responsible for understanding the Voice of the Customer product with the ability to make backend updates to the platform to fulfill Citi self-service needs. The candidate will need a general understanding and comfort with Software as a Service, APIs, XML, SDKs, CSS, and web development.

  • VoC Platform Solutions Analyst:  Build/test/deploy email/digital surveys, configure a multitude of invitation and return files going to/from Citi to the platform, develop enterprise dashboards and reporting portals accessible across all Voice of Customer programs. Resolve issues as they relate to survey build / settings / reporting within the XM instance. Use Confluence and JIRA to track work.

  • Digital Real-Time Feedback Support: Support the ongoing Digital real-time feedback program based upon strategic roadmap. Candidate is expected to understand all intricacies of the Qualtrics real-time data collection product.

  • Voice of the Customer Text Analytics Support: Support text analytics design and governance program for the platform.

  • User Support: Support training of users on specific and new aspects of the Qualtrics Experience Management (XM) Platform and related solutions

  • Production Support: Ensure files sent to the XM Platform are processed correctly.  Escalate to appropriate team when issues are found. 


Job Family Group:

Product Management and Development


Job Family:

Digital Product Management


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.

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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.

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