Digital Product Management Analyst - Chatbot

The Digital PM Analyst is a seasoned professional role requiring in-depth disciplinary knowledge, contributing to the development of new techniques and improvement of processes within the chatbot / conversational AI domain.   Requires in-depth understanding of how areas collectively integrate across the various digital channels as well as coordinate and contribute to the objectives of the function and overall business.  Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach / taking of an action involves weighing various alternatives using multiple sources of information.  Requires good analytical skills to filter, prioritize, and validate complex and dynamic material to draw actionable conclusions. Strong communication and diplomacy skills are required.  Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits.

Responsibilities:

• Responsible for building new products and services, working with data to continually optimize the chatbot / messaging Citi environments
• Develop relationships within the organization to turn pain points into prioritized requirements by leveraging usability studies, metrics and competitive analysis to understand the platform and business needs for the platform
• Innovate and seek out new solutions
• Contribute to the platform product portfolio and roadmap
• Responsible for working collaboratively to make trade off decisions on the platform product features, to determine release goals, to monitor feature development by maintaining bug catalogs at the feature level, to review product demos against acceptance criteria and to monitor platform performance, adoption, and operational health for feature sets
• Responsible for identifying and researching anomalous performance and operational risks
• Appropriately assess risk when business decisions are made, demonstrating 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.
• Develops & maintains a strong working knowledge of Retail Services Credit Business, along with Citi’s Branded Card and Retail Bank processes and customer behaviors.

Qualifications:

• 5-8 years of experience
• Sharp; think on your feet, quickly come up with innovative solutions and always one step ahead
• Consumer-centric; empathetic towards the customer with the ability to put yourself in their customer's shoes
• Obsession for digital products
• A willingness and appetite to do what it takes to take the product from concept to launch
• Distinct analytical background with the ability to find data, identify and run tests, distil the results quickly and turn it into actionable insights
• Consistently demonstrates clear and concise written and verbal communication
• Great team member and partner
• Ability to collaborate and influence across functions and diverse partner portfolio, without direct seniority.

Education:

• 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.

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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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