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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

VP, Customer Experience Lead Analyst

Job Req ID 21383554 Primary Location Irving, Texas; Wilmington, Delaware; Jacksonville, Florida Job Category Marketing
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The Customer Experience Ld Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

  • Responsible for managing the Bottom-up Net Promoter Score (NPS) program, and providing reporting and analytics for NPS and related metrics in support of programs.
  • managing survey program, monitoring NPS Performance and understanding key drivers of changes to this metric, Producing periodic reporting on score Performance and delivering customized analytic deep dives to better understand NPS performance.
  • Leverages best in class tools, experience in quantitative research programs, analytics and a deep understanding of process to help drive improvements to key customer experience metrics.
  • Responsible for the creation and distribution of daily, weekly, Monthly and quarterly reports for senior leadership to help gauge Performance targets
  • Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience
  • develop methodology for goal setting in conjunction with senior leadership and input from Human Resources.
  • Create and deliver presentation content to broad audiences
  • Interprets customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy
  • Support platform implementation, including redesign of survey and reporting as well as establishing new metric targets
  • 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:

  • 6-10 years of experience in customer service, operations or customer experience role with background in running reports and analyzing data


Education:

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


This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

  • Data validation and real-time monitoring of customer-facing pain points from creation through resolution in JIRA, tracking to established SLAs and audit standards, and ensuring datasets are accurate
  • Responsible for monitoring customer pain points real-time for respective Domains on data quality attributes: Consistency/Accuracy/Auditability/Orderliness/ Uniqueness/Timeliness at all stages of the Customer Pain Point Lifecycle
  • Monitor for personnel changes resulting in new ownership of CPPs to avoid missed SLA.  
  • Attends all Customer Pain Point User Calls to ensure alignment on process guidelines and understand all JIRA system enhancements.
  • Coordinate's linkage of Customer Pain Points with JIRA Assignees on each digital release.
  • Oversight of Customer Pain Points for Risk Aging, SLA/Post Solution, Implementation

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Job Family Group:

Marketing

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Job Family:

Customer Experience

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Time Type:

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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.

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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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Effective November 1, 2021, Citi requires that all successful applicants must 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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We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.

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