Customer Exp Sr Lead Analyst, SVP

The Customer Exp Sr Lead Analyst is a strategic professional who closely follows latest trends in own field and adapts them for application within own job and the business. Typically a small number of people within the business that provide the same level of expertise. Excellent communication skills required in order to negotiate internally, often at a senior level. 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. Accountable for significant direct business results or authoritative advice regarding the operations of the business. Necessitates a degree of responsibility over technical strategy. Primarily affects a sub-function. Responsible for handling staff management issues, including resource management and allocation of work within the team/project.

Responsibilities:

• Drives efforts to dramatically improve our customers’ experiences and to close the gap to our competitors, and to embed a customer excellence into the organization.

• Interacts at high levels and builds trusted partnerships across lobs.

• Drives and advocates for customer experience projects

• Oversees and identifies a pipeline of work eliminating cross channel pain points impacting customer experience directly and indirectly.

• Ties customer experiences together in a single view by engaging the right teams to eliminate pain points and design remarkable experiences in the end to end servicing model.

• Partner with customer experience project manager to build and manage projects for customer experience to ensure readiness for and responsiveness to any key business initiative, e.g. New product launches, new servicing strategies, pricing changes, presidential or other customer escalation, defect in policies,etc.

• Drives the identification of and creates a pipeline of escalation initiatives to support, re-engineer, and execute in a more efficient manner the removal of significant pain points in customer experience that would not be identified and solved through action committees or channels. Potential solution initiatives could include defects in policy, set up and cross channel issues.

• Establish/maintain strategic relationships with key partners and constantly pursue performance and customer experience opportunities.

• Creates and manages an infrastructure to support and handle customer experience escalation issues and provide a forum in which to resolve highly visible customer concerns that would not or could not be handled in the traditional channels.

• 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:

• 10+ years of experience in direct-to-consumer marketing or related with experience leading projects, managing stakeholders and influencing others

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.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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