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IVR Conversational Design Analyst, VP (English) - HYBRID

Job Req ID 23603122 Location(s) Jacksonville, Florida; Irving, Texas Job Category Project and Program Management
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The Program Management Lead 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.

The Citi Global Consumer Banking organization is seeking talented, forward thinking and organized Interactive Voice Response (IVR) Designers to create requirements, call flow designs and natural language processing logic in support of the Conversational IVR initiatives. This role will deliver against forward compatible business objectives and state of the art self-service technologies. The position is responsible for documenting business requirements, creating user stories, UI/UX design flows and NLP logic that enables a customer interaction within the IVR and other self-service channels. This position will report to the IVR Next Generation Manager, under the Head of Digital Self-Servicing, with focus on the future business design and requirement needs for conversational banking. 


  • Develop detailed understanding of Citi's voice applications and platforms to be able to provide operational assistance, support and insight into processes, functional expertise, best practices, and customer experience.
  • Understanding of BOT based technologies and conversational AI is critical to the role
  • Working knowledge of Agile use of scrum, creating user stories, design flows, sprint-based methodology and product ownership
  • Provide Voice User Interface (VUI) designs with a particular focus on conversational voice and chat self-service interactions.
  • Create and tune Natural Language Processing (NLP) rules bringing up to date experience with the latest technologies that support machine learning and artificial intelligence in a servicing environment
  • Create IVR detailed designs in various tools to leverage production changes to voice applications across multiple lines of business within Citi.
  • Obtain software certifications in call flow building and other key capabilities required to support the self-service environment. 
  • Work with management to think and act strategically bringing new ideas/concepts to the business to drive operational efficiencies.
  • Leads the identification and drive resolution of issues, including those outside established projects of work with stakeholders to ensure project scope definition.
  • Assists project team in negotiating for resources owned by other departments in order ensure the project can be completed.
  • Directs the communication of status, issue, and risk disposition to all stakeholders, including Senior Management, on a timely basis.
  • Directs the identification of risks which impact project delivery and ensure mitigation strategies are developed and executed when necessary.
  • Deep understanding of identifying MIS opportunities as well as interpreting the data to quickly create self-service opportunities.


  • 6 to 10 year of experience
  • Negotiate skills with external parties.
  • Bachelor’s degree or equivalent work experience
  • Fluency in both English and Spanish languages is a plus
  • Financial Services experience preferred
  • Experience with both Natural Language Understanding and Natural Language Processing required.
  • Experience in documenting IVR experiences in a Voice User Interface format for large scale and complex environments.
  • Relevant experience in the understanding of customer utterances, intents, and the design of conversational customer interactions in a self-service environment.
  • Broad understanding of IVR technology components and self-service required
  • Experience with chatbot self-service applications is desired


  • Bachelor’s/University degree or equivalent experience, potentially Masters degree

Knowledge, Skills and/or Abilities

  • Ability to create detail level Conversational Banking (IVR/bot) flows
  • Use of agile principles in work, and commitment to Sprint release schedules
  • Advanced skill and understanding of use case creation
  • Flexible in using new tools to organize and track workload, requirements and roadmap activities
  • Assumes product owner role for Next Generation IVR, partnering to optimize the value of the Development Teams
  • Ensure visible and transparent backlog, and scrum team roadmap
  • Ensures development team understands items in the product backlog to the level needed to develop and prioritize.
  • Voice computing technologies including IVR, Voice Bots, NLU/NLP, Conversational design.
  • Emerging technologies and processes that impact that transform the customer experience


Job Family Group:

Project and Program Management


Job Family:

Program Management


Time Type:

Full time


Primary Location:

Jacksonville Florida United States


Primary Location Salary Range:

$100,430.00 - $150,650.00


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.

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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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