10 days old

Research, Insights & NPS Manager

Dover, FL 33527
**The Consumer Bank Research & Insights** team at Citi sits within the Digital Sales & Marketing division and the role and function of this team is to manage all consumer bank insights via market research activities, requirements and knowledge - providing thoughtful strategy and direction to the consumer business via syndicated or bespoke research, insights tools and research processes, driving business growth and client obsession.

The Research & Insights function represents the voice of consumers and delivers strategic and tactical consumer insights to drive business growth as well as delivering top down and bottoms up NPS Research for each business in the Consumer Bank, managing the brand tracking locally, regionally & globally, econometric modelling and helps to drive other research projects and management of competitive intelligence providers.

The key focus of this role will be to transition our existing NPS program to a new supplier - and set up all relevant data transmission, survey setup, reporting, training, liaising with Citi Regional offices, all local stakeholders and NAB teams.

**Key Accountabilities:**

**NPS (approx 50%)**

+ Ensuring continuity of business with our overall NPS program. This includes:

+ Primary relationship with NPS supplier to manage ongoing tasks and implementations and all associated onboarding / admin / TPM related tasks

+ NPS program covers most parts of the business including; Cards (Citi and white label), Loans (Citi), Bank (Citi Priority), Digital, Citigold, Mortgages, CitiPhone/Collections/Fraud (Citi and white label).

+ Oversee Daily customer sample uploads across Citi and all partner programs

+ Ongoing NPS reporting, analysis and sharing with the seniors / broader business

+ Ensure all controls activities relating to NPS management are met

+ Supervise local NPS outbound calling representatives who conduct interviews with Citigold and premium clients

+ Liaison with Retail / wealth management executives to ensure goals and objectives are aligned and adequate reporting / program optimization is in place

+ Liaison with cards business to identify NPS triggers / pain points and overall product / experience insights to help create the ongoing business strategy across sales / product / marketing

+ Create / update / modify surveys and customer journeys

+ Experience working with NPS supplier like Qualtrics / Medallia is essential

Research & Insights (approx. 40%)

**Lead: Market** **Research (ad hoc), Market Insights**

+ Working with business units on new Product and Marketing initiatives where market research is required. For example, customer feedback on new product or segment developments, communications evaluation at all stages of creative development. This includes qualitative and quantitative research.

+ Use data and analytical reasoning capabilities to work closely with the business units to develop actions plans to address gaps identified from the research.

+ This will include providing thoughtful direction and reasoning to the business on all major consumer projects and brand & comms initiatives

+ Accommodate a range of research methods qual/quant, UX/CX testing, creation of detailed & summary level research presentations, liaising with all research & insights partners internal/external.


+ Assist businesses and Customer Experience team to formulate customer experience action plans

+ Manage / build ad-hoc online community research projects as required

General (approx. 10%)

+ Reporting & Administration

+ Prepare reporting as required

+ Deep integration with workflow tools Confluence, JIRA

+ Administration as required

+ Relationship Management

+ Build and maintain strong relationships with partners and agencies

+ Build strong internal stakeholder relationships, identifying opportunities for collaboration

+ Develop events to support internal clients in conjunction with our partners

Citi has entered into an agreement with NAB to acquire its consumer bank in Australia which includes residential mortgages, deposits, and unsecured lending. The sale is expected to complete in March 2022. As this is a role to work in Citis consumer bank, the successful candidate will initially be employed by Citi, but on sale completion, their employment will transfer to a NAB (or) a new entity that will employ Citis consumer bank employees, prior to their transfer to NAB.


**Job Family Group:**



**Job Family:**

Digital & Social Media Marketing


**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)
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

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Research, Insights & NPS Manager

Dover, FL 33527

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast