CX Analytics Sr Analyst

The CX Analytics Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function 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 and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Responsible for the support of key business initiatives and using the various data sources and tools to monitor the omni-channel customer experience. Assist in the rollout of journey based Customer experience. Provides input on the structure of journeys and key performance indicators to monitor and create an organization to understand the customer experience at an individual customer level. Responsible for supporting the business in strategic initiatives by providing quantitative and qualitative customer experience data. Must be able to take a business problem and create a detailed plan on how to generate the needed metrics and ongoing monitoring. Responsible for the success of these initiatives and for identifying opportunities for enhancing these platforms to provide customers with a remarkable experience.
• Provide analytical support to the business on key customer experience initiatives.
• Advise and assist organizations customer experience and understanding behavior data.
• Ownership of key programs and responsible for monthly updates with business partners and quarterly updates to leadership.
• Creates a strong network of relationships among peers, internal partners, external constituencies, decision makers, and stakeholders.
• 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:

• 5-8 years of experience
• Successfully interacts with various levels within the organization, including senior management. Promotes a culture of collaboration and teamwork across organizational boundaries; willing to break down functional silos to optimize business results and encourage the overall growth of our business. Establishes and successfully drives results against goals. Offers excellent communication, presentation, and influencing skills. Incredible attention to detail and ability to learn new skills quickly. Must be disciplined and able to keep projects on track and meet deadlines. Must be able to multi-task efficiently and effectively. Critical thinking skills and the ability to quickly assimilate new information. Process management skills and analytical skills. Demonstrated capacity to synthesize, prioritize, and drive resolution with a strong sense of urgency. Exceptional communication, interpersonal, and influencing skills. Excellent collaboration skills and ability to influence cross-functionally without direct authority.

Education:

• Bachelors/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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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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