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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Program Management Lead Analyst - Customer Experience (Vice President)

Job Req ID 21363653 Primary Location New York, New York; San Antonio, Texas; O'Fallon, Missouri; Jacksonville, Florida; Miami, Florida; Tampa, Florida Job Category Marketing
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Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. 

The Wealth Segments Client Experience Associate will be responsible for supporting our Citigold and Citigold Private Clients through ensuring appropriate delivery of value proposition elements and ensuring a best-in-class client experience.


  • Member of Wealth Segments and Client Growth team, working within the Client Experience team 

  • Develop deep understanding of the Citigold and CPC value propositions in order to facilitate an excellent client experience.

  • Understand new value prop elements or servicing changes and provide necessary support and communication to internal partners, such as servicing teams.

  • Provide timely feedback to management on client pain points and barriers to exceptional service; be proactive in suggesting process improvements

  • Act as a CX Ambassador and support efforts within wealth to identify and resolve client pain points; role will involve heavy interaction with CX partners

  • Work on supporting Client Experience initiatives within the Wealth Segments team; may include client survey review, call listening, monitoring of social media reports, tracking of MIS, preparation of training materials, source cards updates, source alerts, huddles, and support for retail bank remediations impacting Wealth clients.  

  • Review large quantities of client feedbacks/complaints/calls/e-mails/social media posts to uncover Client Pain Points; do appropriate research and form into pain points in JIRA, and drive to resolution.

  • Build strong rapport with Relationship Managers, Wealth Advisors, Wealth Group Executives, Call Center partners, CX teams, and other internal teams to resolve issues; interact with third party providers as needed. 

  • Ability to understand large amounts of data and to use it to tell a cohesive story in terms of Business Reviews, Product updates, trainings etc. 

  • Participate in FUT (Friendly User Testing) as needed; put yourself in the client’s shoes every day.


  • Strong desire to create a top-notch client experience every day- must demonstrate passion for delivering excellence; must be proactive in identification of client pain points and have a strong perspective.

  • Strong problem-solving ability and ability to apply the appropriate sense of urgency to resolve issues in a timely manner

  • Act and think as an owner; willingness to draw on your own client experiences

  • Prior work experience in a related job that provided a comprehensive understanding of activities, policies, and procedures

  • Understanding of multiple products across business lines combined with exceptional networking and relationship building skills.

  • Experience and knowledge across multiple lines of business preferred but not required (Banking, Investments, Cards, and Mortgage)

  • Excellent interpersonal skills and ability to interact with staff at all levels; must be able to work collaboratively with others

  • Strong written and verbal communication skills; should be comfortable presenting to senior leaders.

  • Experience in Wealth strongly preferred.

  • Good knowledge of Excel, PowerPoint, Word, SharePoint, Outlook

  • Ability to utilize a large number of Bank systems – Salesforce, Medallia, Nexidia, JIRA, etc.

  • Flexibility to take on new tasks and challenges; candidate should expect the

  • 6-10 years of experience in customer service, operations or customer experience role with background in running reports and analyzing data


  • Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


Job Family Group:



Job Family:

Customer Experience


Time Type:

Full time


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.

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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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