4 days old

Head of ICG Quantitative UX Research and Metrics (Director)

New York, NY 10176
The **Head of Quantitative UX Research and Metrics** will be instrumental in leading ICGs efforts to create a more user-centered, streamlined, simplified client experience with our digital products. You will **define, centralize, and track critical quantitative UX metrics** across ICG digital, working closely with product, UX, and technology to contextualize data within user journeys. Strong analytical skills and a knack for socializing research insights will be critical for informing and inspiring a culture of UX data-driven decision making. This role offers a unique opportunity to build a quantitative UX research function that will be an integral component of a large-scale digital transformation.

This role reports to the Global Head of ICG User Experience.


+ Define and standardize comprehensive digital metrics and analytics across ICG in collaboration with UX teams, product managers, technology partners, and data scientists

+ Partner with Sales, UX, Product and Technology to understand client journeys

+ Contextualize and benchmark portal metrics within user journeys

+ Collaborate with UX Research to process-map client analog journeys and identify opportunities for digitization

+ Standardize and track digital metrics to understand usage of digital channels and platforms, including identifying challenges and opportunities

+ Analyze existing data and product design to inform hypotheses for research

+ Bring UX data to bear on decision making including prioritization, investment areas, design strategy, exits, etc.

+ Prioritize and drive research to improve the overall ICG user experience

+ Communicate findings to stakeholders

+ Ensure research findings are compelling and actionable for a broad audience

+ Understand Citi Infrastructure and use data to prioritize solutions that can be implemented in a timely manner to make client impact.

+ Build dashboards that ensure critical UX metrics are easily accessible

+ Support internal / external benchmarking and competitive intelligence

+ 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.

**Experience & Education:**

+ 6-10 years of experience working with UX metrics and analytics

+ Experience defining, establishing, and **contextualizing** UX metrics with demonstrable business impact

+ Expertise working with descriptive and inferential statistics

+ Experience in a programming language commonly used for data manipulation and computational statistics (such as Python, R, Matlab, C++, or Java)

+ Relevant product or applied research experience

+ Demonstrated ability to transform complex user data into digestible and accessible formats (e.g., dashboards, interactive modules, infographics, etc.)

+ Financial services industry experience preferred

+ Statistical background, either directly or in an associated field (e.g., psychology, sociology, etc.)

+ Bachelors/University degree, Masters degree a plus


**Job Family Group:**

Product Management and Development


**Job Family:**

Product Development


**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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Head of ICG Quantitative UX Research and Metrics (Director)

New York, NY 10176

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