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Client Experience Analyst

Job Req ID 22424753 Primary Location Mumbai, India Job Category Marketing
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  • The role requires in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally, has responsibility for volume, quality, timeliness of end results and shared responsibility for planning. Assesses project risk potentials and discover potential problems before they occur and Identifies and where required amends the approach to the context and constraints of each project.


  • Develop process maps and actively participate in the process simplification to increase operational efficiency, reduce process variation, and identify gaps in controls or customer experience
  • Assist in executing and leading high priority strategic/regulatory ad hoc projects across their lifecycle by identifying and structuring problems, analyzing root causes, developing solutions, communicating project results, and obtaining buy-in for all stake holders for change.
  • Develop strong working relationships and effectively partner with key stakeholders and subject matter experts across the organization (business & functions) to accomplish goal
  • Work with various subject matter experts (across all businesses) and members
  • Assist in identifying areas of improvements to reduce operational complexities and enhance controls and efficiencies
  • Assist in preparing presentations for Leadership/Management teams and participate and lead the discussions such as Agile and Committee forums
  • Engage and collaborate on day-to-day activities associated with process improvement/re-engineering efforts, brainstorming ideas and opportunities
  • Build strong relationship across all team seniors and cross-functional partners to foster superb collaboration and execution/implementation engagement
  • Work closely with cross-functional partners to understand current state – process maps, risks, controls, etc. – and identify opportunities for improvements
  • Manage project timelines, milestones tracking, expected outcomes, accountable owners and ensure effective communication and coordination
  • Stay abreast of process improvement methodologies across financial services and other industries to continually challenge and refine business processes
  • Manages the Client Obsession program as a lead and managing day to day activities.
  • Key responsibilities include tracking of key client obsession projects with all CO ambassadors, uploading the key closures in salesforce and reporting to regional teams.
  • Possesses a comprehensive understanding of how own area and others collectively integrate to contribute towards achieving business objectives for CO Program.
  • Manages the Agile program and acts as the project manager for high impact projects requiring quick approvals.
  • The role provide the privilege of working closely with Citigroup and CBNA senior management, as well as other functions including Finance, Internal Audit and Legal
  • Co-ordinates with the complaints governance team to manage all MCA related activities for the customer experience unit.
  • Provides expertise as a project management professional for any change management projects or regulatory change guidelines issued by the RBI.
  • Provides expertise on creating Standard Operating procedures across the unit and works as a process standardization champion.
  • Responsible for the creation and distribution of daily, weekly, Monthly and quarterly reports for senior leadership to help gauge Performance targets
  • Helps other team members prepare for Internal and External Audits and helps standardize response templates
  • Provides support to the extended Customer Franchise Management team for controls related activities and mandatory submissions.
  • Excellent organizational, follow-up and time management skills. Previous experience in project management a plus


  • Bachelor’s/University degree, Master’s degree preferred
  • Proficient in all MS Office applications, excellent communication, presentation.
  • Strong analytical and soft skills to support opportunity identification and business case development


Job Family Group:



Job Family:

Customer Experience


Time Type:

Full time


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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.

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