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AVP, Senior Insights Analyst - Client Experience - C12

Job Req ID 22444438 Primary Location Wilmington, Delaware; San Antonio, Texas; O'Fallon, Missouri; Kansas City, Missouri; Jacksonville, Florida; Meridian, Idaho; Atlanta, Georgia; Tampa, Florida; Roy, Utah; Florence, Kentucky; Gray, Tennessee; Sioux Falls, South Dakota; Irving, Texas Job Category Marketing
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The US 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 AVP, CX Performance Measurement is responsible for supporting the analysis of key Voice of the Customer (VOC) metrics across US Personal Banks various lines 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.

This role will support our complaints insights function, providing trending and analysis through our customer complaint process, including identification of behavior changes across various complaint taxonomies and the discovery of areas of opportunity to improve the client experience.

Key Responsibilities:

  • Monitor and analyze VOC trends, and performance drivers to support weekly and monthly business publications
  • Manage and prioritize projects and pilots across USCB including, but not limited to: program migrations, regulatory presentations, new pilots and launches, redesigns, and VOC program maintenance
  • Satisfy ad-hoc VOC data requests/analyses accurately and timely for internal and external reporting/analysis
  • Manage administrative and reporting duties needed to maintain a successful survey program.
  • Support 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


  • Strong analytical thinker, 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
  • Storyteller; able to create performance narratives, both written and visual, to translate the customers feedback and/or complaints into key insights for senior management and other key business stakeholders
  • Strong problem solver and looks for ways to increase efficiency, strength in ability to review existing processes and policies to identify breakdowns and roadblocks
  • Excellent organizational and time-management skills, particularly within a fast-changing, high-priority environment
  • Able to manage multiple and/or shifting priorities and produce professional and accurate work product, sometimes under time constraints with a high sense of urgency


  • Thorough understanding of Customer Experience Principles, and performance measurement methodologies including a general understanding of Complaints management
  • Significant proficiency with Microsoft Office applications; particularly PowerPoint, and Excel (functionality including Index/match, V lookup, and Pivot Tables)
  • Project management skills preferred
  • Experience using best-in-class text analytic SaaS tools preferred by not required
  • 3+ years of experience of data mining and analysis in financial services or related field
  • Bachelor's degree required, advanced degree a plus


    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.

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    View the EEO Policy Statement.

    View the Pay Transparency Posting


    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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