Client Experience Reporting Lead Analyst - US Branch Network

This position is responsible for performance analysis and insights supporting Client Experience metrics for the US branch network.  The role will support leadership in the identification of actionable insights to inform the Client Experience strategy and prioritize initiatives.  In addition, this role will work closely with business leaders and process owners to identify root causes and develop action plans to address thematic concerns. 

Responsibilities

• Responsible for the creation and distribution of daily, weekly, monthly, and quarterly reports for senior leadership to help gauge performance on Client Experience
• Create and develop analyses to help business recognize challenges, identify opportunities, and build solutions to improve the overall customer experience
• Lead weekly, monthly, and ad hoc analyses with best-in-class tools to deliver timely, precise, and actionable insights across a variety of forums and publications.
• Collaborate with key stakeholders to plan, lead, and deliver analytical client experience deep dives on relevant topics to key stakeholders
• Manage Client Experience projects across the branch network but not limited to: deep dive analysis projects, call listening correlation, redesigns, and Voice of Customer program maintenance
• Maintain a high degree of compliance excellence by managing all Voice of Customer program documentation and reporting and be responsible for timely updates and accuracy
• Powerful storyteller; able to create compelling performance narratives, both written and visual, to translate customer’s feedback and/or complaints into actionable strategy for senior management and other key business stakeholders, and with the ability to interface (both orally and written) with executive management, business unit management, associated staff, and other significant business partners in a professional manner
• Drive remarkable end-to-end client experience with strategy to drive customer satisfaction and improve NPS scores

Qualifications

• 6-10 years of relevant professional experience; bachelor’s degree required
• Highly analytical with a data-driven mindset and attention to detail. Able to analyze Client Experience metrics both quantitatively and qualitatively across a variety of techniques, tools, and data sets
• Strong problem solver and looks for ways to increase efficiency, strength in ability to review existing processes and policies to identify breakdowns and roadblocks
• Fearless leadership approach; able to change status quo thinking and drive customer experience improvements
• Excellent organizational and time-management skills, particularly within a fast-changing, high-priority environment
• Ability to work independently, manage multiple and/or shifting priorities and produce professional and accurate work product, sometimes under time constraints with a high sense of urgency
• Thorough understanding of Customer Experience Principles, and performance measurement methodologies including but not limited to Servicing New Promotor Score (NPS), Overall Satisfaction (OSAT), Customer Effort Score (CES), First Call Response (FCR), and Complaints management
• Prior experience managing formal and informal projects including but not limited to working with technology, MIS/Analytics, front-office lines of business, and third-party partners
• High proficiency with Microsoft Office applications; particularly MS PowerPoint and Excel
• Knowledge with text analytic methodologies, modeling and data querying techniques using SaaS tools preferred (Salesforce, Medallia, SQL, Teradata, Tableau)

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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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