4 days old

Customer Experience Sr Analyst

Jacksonville, FL 32232
**About Citi:**

Citi, the leading global bank, has approximately 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, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citis Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients and the publics trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

**Background & Position Summary:**

The Competitive and Product Customer Experience Team is looking for a Customer Experience Senior Analyst who will be responsible for partnering with key stakeholders to report, goal, analyze, and make recommendations to improve Citis Customer Experience and accelerate Citis market position.

**Key Responsibilities** :

+ **CX Metrics:** Collect/analyze data, and report Retail Bank Customer Experience metrics for leadership scorecard

+ **CX Workstream Prioritization:** Partner with CX Strategy Team to strategize and prioritize key initiatives across lines of businesses to increase Citis competitive CX rankings and close gap to leaders in the industry

+ **Stakeholder Partnership:** Set up continuous touch points with key stakeholders to keep in the know on Citis initiatives while making recommendations on CX Strategy based on insights from the data

+ **Study/Survey Enhancements:** Identify enhancement opportunities that best serve business needs including reviews with external vendors

+ **Text Analytics:** Continuously improve our Text Analytics capabilities to provide insight into key driver areas and gaps

**Candidate Qualifications:**

+ 3-8 years of experience in customer service, operations or customer experience role with background in data analytics

+ Passion for improving customer experience for Citi customers

+ Demonstrated track record of collaboration across multiple, disparate internal business groups, with the ability to build strong networks and relationships both internally and externally

+ Ability to concurrently prioritize and manage multiple projects of varying degrees of size and scope

+ Excellent communication with ability to present to key stakeholders across multiple levels of the organization including senior management

+ Strong story telling skills with ability to convert data into analysis and strategical recommendations

+ Strong sense of accountability, decisiveness, proactivity, and intellectual curiosity with the ability to work independently and take ownership

+ Strong business acumen and excellent problem-solving skills, with ability to understand and recommend trade-offs

+ Knowledge of NPS methodology and Citis NPS measurement process strongly preferred

**Ideal Skills:**

+ Advanced knowledge of Excel, PowerPoint

+ Tableau, SQL and/or Python (Preferred but not essential)


+ 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.


**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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


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.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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Customer Experience Sr Analyst

Jacksonville, FL 32232

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