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VP, CX Insights Management Lead Analyst - C13

Job Req ID 22441282 Primary Location New York, New York; San Antonio, Texas; Wilmington, Delaware; O'Fallon, Missouri; Jacksonville, Florida; Miami, Florida; Meridian, Idaho; Tampa, Florida; Florence, Kentucky; Gray, Tennessee; Sioux Falls, South Dakota; Tucson, Arizona Job Category Marketing
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The US Consumer Bank (USPB) Client Excellence (CX) organization is responsible for providing insights and analytics, developing strategies, and implementing action plans to drive best in class customer experience within Citi.

The VP, CX Insights Management is responsible for leading the analysis of key Voice of the Customer (VOC) metrics throughout the US Consumer Banks various line of business programs. This position requires a proven customer experience professional with a diverse set of analytical, project management, and interpersonal skills to drive stakeholder and partner value. This incumbent is passionate about understanding consumer behavior, with a strong desire to join a dynamic, engaged, and high-achieving team.

Key Responsibilities:

  • 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 and lead delivery of periodic analytical client experience deep-dives on relevant topics to key business stakeholders; help the business recognize challenges, identify opportunities and build solutions to improve the overall customer experience
  • Manage and prioritize projects and pilots across USPB including, but not limited to: VOC deep dive analysis projects, program migrations, call listening correlation, new pilots and launches, redesigns, and VOC program maintenance
  • Lead VOC goal setting activities including, but not limited to: pre-planning phase, analysis phase, stakeholder presentations, and CX performance tracking for USCB lines of business
  • Maintain a high degree of compliance excellence by managing all VOC program documentation and reporting, and be responsible for timely updates and accuracy

Skills:

  • Highly analytical with a data-driven mindset and attention to detail. Able to analyze VOC metrics both quantitatively and qualitatively across a variety of techniques, tools and data sets
  • 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
  • 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

Qualifications:

  • 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
  • Expert proficiency with Microsoft Office applications; particularly MS PowerPoint and Excel
  • Knowledge with forecasting techniques, and methodologies, as well as tools used to execute (SAS, R, Python)
  • Knowledge with text analytic methodologies, modeling and data querying techniques using SaaS tools (Salesforce, Medallia, SQL, Teradata, Tableau, )
  • 5+ years of relevant professional experience
  • Bachelor's degree required, MBA preferred
  • This position may be able to sit at any Citi U.S. Operations site.

Focus for this role will be on key initiatives within the businesses and developing insights on how the strategies are impacting various VOC metrics.

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Job Family Group:

Marketing

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Job Family:

Customer Experience

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Time Type:

Full time

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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.

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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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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