Lead Analyst

The Citi brand is recognized as the prominent financial-services company in the world. Citi Cards is the largest issuer of credit cards in the United States and the most profitable business within the Global Consumer Businesses at Citigroup. Great talent, exceptional minds, and extensive skill sets. These are the things that characterize the type of employees we have at Citi Cards. Are you ready for a career with endless possibilities?

Citigroup is a company for people who want to make a difference, and who thrive in an environment of change, challenge and competition. Citigroup is an Equal Opportunity Employer M/F/D/V.





The Lead Analyst - Customer Experience is part of a unique, newly formed organization focused on taking an "outside-in" customer perspective to providing a positive and memorable experience for Citi Cards' customers throughout their life-cycle.


 








This position will identify critical-to-customer requirements by gaining an understanding of what customers experience across various channels and touch points with Citi Cards and how they truly feel about their interactions with Citi. Utilizing tools such as Customer Journey Mapping, this role and the organization will develop an understanding of the rational and emotional needs of the customer to develop improvement opportunities which will assist in actively managing the customer experience end-to-end.


 


Additional responsibilities include:




oSupport baselining of current performance and collection/analysis of competitive data to identify performance gaps and set appropriate improvement targets for key metrics based on the “gap analysis”. Support Sr. Lead Analyst and  the cross-functional teams to generate and deploy actions based on internal/external customer requirements and above gap analysis.






oDevelop presentation materials to educate and train the organization in the application of numerous tools.






oSupport sharing of best practices with internal/external sources. Support internal/external benchmarking studies administered by numerous benchmarking clearing houses or otherwise.



oFacilitate testing efforts based on scientific methodologies.

















 


*relocation is not available for this position












oB.S. Engineering/Business  with 1-3 years experience in Financial Services or similar industry (e.g. Telecom) or relevant CEM experience in a service industry.

oWell versed with quantitative data analysis techniques.



oHighly motivated and results oriented, deadline driven individual, who is able to take directions well and assimilate them in projects in a timely manner.



oMust be able to support multiple customer experience enhancement related projects in a cross functional team based environment, with an ability to collaborate effectively with individuals within and outside the department.



oRequired: Familiarity with data extraction and analysis tools such as SAS, SPSS, and Minitab. Able to communicate technical analysis to the internal clients in a non-technical way.  Potential candidate must be detail oriented, and have excellent project management/ interfacing/collaboration skills, with an aptitude for continuous learning. Must be able to travel within the U.S., when required.

oDesired: Experience with process mapping tools, exposure to six-sigma methodologies including exploratory, deductive, process control/management, and testing tools/techniques.