Job Details

VP, Retail Bank CX Analytics

Company name
Citigroup Inc

Location
Fort Mill, SC

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VP, Retail Bank CX Analytics','17064596','!*!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.

Citi’s 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 public’s 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.

The USCM Customer Experience organization is responsible for providing insights, analytics and driving customer experience improvements by focusing on transforming the most important customer journeys across channels.  

The Business Analyst, Cx Analytics is responsible for delivering customer experience analytics for US Retail Bank and Mortgage.   Core responsibilities include executing journey analytics to inform and shape customer experience strategy for Retail and Mortgage.  The Business Analyst will leverage various data sources and tools (ClickFox, Site Catalyst, Tealeaf, BI, etc.) to monitor the omni-channel customer experience, deliver defined use cases, and support KPI development across priority customer experience journeys.

The USCM Customer Experience organization is seeking a talented individual with strengths in analytics, communication and team work.  Candidates will be expected to take a business problem and create a detailed plan on how to generate the most relevant metrics and deliver ongoing measurement.  This person will be responsible for analyzing and monitoring key performance indicators, and extracting insight from their analysis that can lead to actionable recommendation.  The analyst will partner closely with others across the organization to ensure success of new initiates and to help identify opportunities to enhance features and platforms so as to provide customers with an ideal experience.

Key Responsibilities:

Utilize best in class tools and techniques to bring data and information together to know the customer better than anyone; this includes the use of a Customer Experience Analytics tool, ClickFox, which aggregates customer touch points to create an omni-channel view of our customers’ journeys

Execute against a set of well defined, analytical use cases in support of the customer experience roadmap

Own 2-3 key journeys within the Retail Bank, and provide analytical support to the US Retail Bank on key customer experience initiatives in the form of regular updates and adhoc analyses

Drive  the design,  production and direction of key customer experience reports and cross-channel KPIs

Advise and assist Retail Bank stakeholders and partners based on customer experience behavioral data to develop moderately complex strategies that may have substantial customer impact

Synthesize information available (both qualitative and quantitative) and provide recommendations to management regarding potential customer experience improvements

Package and present recommendations in presentations for highest levels of leadership in the organization

','!*!Qualifications:

Bachelor's Degree required; preference for degree in business, economics or mathematics

Strong analytical skills with experience using large datasets and advanced analytics techniques

Able to derive hypotheses, extract key insights, and apply data to business context

Able to work independently and structure analytical approach to solve a problem

Strong communication and presentations skills;  excellent power point presentation skills a must

Relentless intellectual curiosity and passion for our customers and their experiences

Highly engaging with team members and has a positive attitude regardless of the situation

Organized and consistently meets timelines on deliverables and commitments

Strong attention to detail and ability to learn new skills and platforms quickly

Ability to multi-task efficiently and effectively

Experience with ClickFox a plus

3-5 years external or 2-5 years internal Citi or other relevant work experience, financial services.','Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity','Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity','Citi won’t discriminate against anyone for discussing pay, but those with access to pay data in their work can’t disclose it unless responding to complaints/investigations or legal requirements.','Citi won’t discriminate against anyone for discussing pay, but those with access to pay data in their work can’t disclose it unless responding to complaints/investigations or legal requirements.','NAM-USA-SC-Fort Mill','','Program/Project Management','Full-time','Bachelor's Degree','Day Job','Regular','Yes, 10 % of the Time','','','VP, Retail Bank CX Analytics'

Company info

Citigroup Inc
Website : http://www.citigroup.com

Company Profile
Citi works tirelessly to provide consumers, corporations, governments and institutions with a broad range of financial products and services. We strive to create the best outcomes for our clients and customers with financial solutions that are simple, creative and responsible.

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