Digital Exp Analyst - C12 - SINGAPORE

The Digital Exp Analyst is a professional role that requires strong foundational experience in digital platforms and demonstrated ability to influence work-flows and customer/employee journeys. The role contributes to the improvement of digital processes trough subject matter expertise, stakeholder collaboration and hands-on delivery of impactful initiatives. It integrates subject matter and industry expertise and 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. Strong communication and diplomacy skills are required. 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:

• Plays a key role in developing and managing the implementation of the digital product suite for customers and employees across businesses
• Works across multiple lines of business to deliver value added enhancement to the customer and employee engagement platforms
• Enhance customer and employee experience across online and offline assets through testing, personalization and automation of journeys
• Performs project management on small to medium scale projects from inception through to delivery
• Supports the product and partner teams in the development of digital tools and all web assets providing guidance on best practice and upcoming market trends/opportunities
• Brings innovations in tools to improve responses and design
• Manages key projects/digital initiatives and delivers positive outcomes in line with business deadlines
• Meet Key Performance Indicators; meet Net Promotor Score goals and Customer Satisfaction
• Track and manage production issues and work with relevant technology and local teams to expedite solutions
• Support monthly releases and perform business sanity testing
• Provide Subject Matter Expertise and direction for insights gained from experience on digital product project delivery
• Develop and deliver world class digital program and functionality delivery
• Prepare consistent and uniform reporting outputs that provide direction for optimization
• Provide accurate and valuable MIS for key stakeholders to ensure a Digital first approach to all activities
• Work as problem solver for key initiatives across multiple business areas to deliver digital projects
• Leverage relationships to ensure delivery of key projects and initiatives
• Maintain relationships with key stakeholders across the business
• 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 and Skills:

• Around 3-6 years of experience in working in digital product or project roles within a large institution
• Excellent numerical/analytical capability
• Consistently demonstrates clear and concise written and verbal communication
• High level of proficiency in Microsoft Office applications
• Ability to think strategically and then execute upon that design
• Proven ability to plan and coordinate multiple streams of work to effectively deliver high-quality, sustainable results as required by the business
• Ability to handle multiple tasks and prioritize workload
• Lateral thinker who demonstrates drive and commitment to delivering innovative solutions
• Customer-centric
• Adaptable and resilient

Education:

• Bachelor’s/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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