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Career Opportunity

VP, CRS Digital Solutions Analyst

  • Primary Location: United States,Texas,Irving
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 25 % of the Time
  • Job ID: 17064336


Citibank Retail Services (CRS) is an industry leading provider of co-branded and private-label card products & services partnering with some of the largest and most recognized brands in the North American Retail Industry.

This Vice President (VP) in Citi Retail Services will serve as a member of the Customer Service & Partner Operations Team, and will provide program level analysis on Digital Servicing channels such as Mobile/Web, Chat/Messaging & Digital Assistant, and support on Blue Chip strategic initiatives.Critical focus areas of this role will include driving significant reduction in operating cost through; increased adoption in customer self-service capabilities and channels, reducing agent assisted call volumes, increased containment and resolution on first contacts across service channels, and process improvement/automation.

The VP, CRS Digital Solutions Analyst will be an individual contributor role, providing strategic thought-leadership and a creative approach to problem solving in the complex and rapidly changing customer self-service and digital servicing arena.  Responsibilities will include helping to identify, define & measure tests/pilots in our Digital Service Channels that will directly influence our Digital servicing Roadmap.The best candidate may/will also engage key stakeholders and support multiple initiatives across channels (Mobile/Web, Chat/Messaging, IVR, Agent Desktop, etc.) & operations functions (Customer Service/Acquisitions/Collections). This manager will report directly to CAO’s Senior VP of Digital Operations.

Knowledge of current technology, capabilities and trends in business insights, mobile & digital servicing/engagement as well as demonstrated proficiency in leading multiple projects through their roadmap to completion will be critical components to success in this role.

Primary functions of this leader will include:

1.Displaying curiosity through research and analysis to identify opportunities and potential solutions to reduce operating expenses.

2.Develop business cases to support new servicing products or enhancements, work with key stakeholders to test/pilot and deploy initiatives

3.Assist in managing key partnerships and vendor relationships with various 3rd party providers of CRS servicing applications and solutions (Desktop, IVR, Internet/Mobile, Chat, Digital Assistant, etc.)

Essential Duties & Responsibilities

·Leverage available data sets, analytic & aggregation tools to create a routine system for identifying and evaluating potential Digital Servicing Improvements

·Research and analyze digital and self-servicing technologies

·Research and analyze technologies enabling Service Agents to assist customers while promoting future online engagement

·Engage and partner with both RS Operations management and staff to understand operational strategies and the applicability of supporting self-servicing and digital technologies

·Actively participate in efforts around improving Client Experience within the business through in-depth data analysis and delivering innovative self-servicing and digital solutions

·Direct the definition and delivery of self-servicing and digital servicing functionality enhancements and supporting technologies such as Chat/Messaging, and Click-to-Call

Key Collaboration Points

·RS Operations teams - Customer Service, Credit Acquisitions and Collections

·Decision management,business planning and analyst (BP&A), and IT

·Digital Marketing, Digital Development and Delivery (D3) and Digital Product Development

·Legal and Compliance


Education and/or Experience

·5-7 years of business analyst and/or program management experience; direct operations management a plus

·Digital solutions experience preferred

oManaging Chat/Messaging, E-mail, SMS programs

oDigital Assistant and/or AI Bot implementation/optimization

·Process improvement certifications such as LEAN/Six Sigma a plus

Knowledge, Skills and/or Abilities

  • Forward compatible leader that has a history of leveraging their curiosity and acting with a sense of urgency to find and delivery solutions
  • Excellent verbal and written communication skills
  • Ability to effectively communicate with peers and various levels of RS management
  • Demonstrated ability to lead multiple business initiatives and build partnerships across functions
  • Experience with Site Catalyst/Omniture data and reporting
  • Knowledge of digital communication tools, data aggregation analytics
  • Prior experience with responsive web platforms & experience with HTML5 mechanics a plus