Full-Time

Client Experience Program Analyst

Posted on 1/27/2025

Citigroup

Citigroup

10,001+ employees

Global financial services and banking provider

Compensation Overview

$99k - $148.4kAnnually

+ Incentive Awards + Retention Awards

Mid, Senior

Edgewater, NJ, USA + 2 more

More locations: Long Island, New York, USA | New York, NY, USA

Category
Business Research
Business Development
Business & Strategy
Required Skills
Data Analysis
Excel/Numbers/Sheets
PowerPoint/Keynote/Slides
Requirements
  • 5 to 8 years of relevant professional experience
  • Bachelor’s degree or equivalent work experience
  • Ability to partner, present and negotiate with various levels within the organization, from senior executives to sales leadership and senior/mid-level managers
  • Ability to influence and take ownership in a matrix organization
  • Comfortable in ambiguous situations, self-starter, and self-learner
  • Multi-tasking skills with ability to manage complex projects and meet strict deadlines
  • Ability to build presentations that convey a clear story supported by data findings
  • Excellent communication skills and proven ability to interact with senior leadership
  • Strong analytical, logical reasoning, and problem-solving skills required
  • Ability to present relevant competitive information to senior management, business channels and cross-functional partners in a manner that enables proactive management action
  • Attention to detail with emphasis on accuracy and quality
  • Proficiency in Excel and PowerPoint is required
  • Able to analyze Client Experience metrics both quantitatively and qualitatively across a variety of techniques, tools, and data sets
  • Ability to change status quo thinking and drive customer experience improvements
  • Thorough understanding of Customer Experience Principles, and performance measurement methodologies
  • Stays abreast of current industry trends and best practices related to Client Experience
Responsibilities
  • Support Citi’s US Branch Network Client Experience strategy and initiatives
  • Leverage analysis and trends to identify thematic focus areas to improve client experience, utilizing client experience surveys, customer complaints and employee Tell-Us submissions
  • Partner with Client Experience organization to identify and track customer pain points impacting the Branch Channel. Partner with process owners and stakeholders to drive resolution of identified pain points
  • Help facilitate forums and working teams supporting Client Experience projects and programs for the branch network
  • Collaborate with key stakeholders to plan, lead, and deliver analytical client experience deep dives on relevant topics to key stakeholders; help the business recognize challenges, identify opportunities, and build solutions to improve the overall customer experience
  • Create and deliver presentation content to broad audiences. Powerful storyteller; able to create compelling performance narratives, both written and visual, to translate customer’s feedback and/or complaints into actionable strategy for senior management and other key business stakeholders
  • Maintain a high degree of compliance excellence by managing all Voice of Customer program documentation and reporting and be responsible for timely updates and accuracy
  • Effectively communicate program and project status to multiple stakeholders including senior management on a timely basis
  • Assess the competitive landscape and identify opportunities to enhance client experience
  • Engage client facing and sales support teams for feedback and to identify opportunities for improvement in processes and client experience
  • Leverage best in class tools, experience in quantitative research programs, analytics and a deep understanding of process to help drive improvements to key customer experience metrics

Citigroup provides a wide range of financial products and services to various clients, including consumers, corporations, and governments. Its services encompass consumer banking, credit, corporate and investment banking, securities brokerage, and wealth management. Citi operates in over 160 countries, utilizing its extensive global network and technology to offer solutions tailored to its diverse client base. Unlike many competitors, Citi's strength lies in its comprehensive suite of services and its ability to facilitate international trade and investment. The company's goal is to manage financial assets effectively while also committing to sustainability and social responsibility through significant investments in environmental, social, and governance initiatives.

Company Size

10,001+

Company Stage

IPO

Headquarters

Tel Aviv-Yafo, Israel

Founded

1812

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Simplify's Take

What believers are saying

  • Citi's partnership with Mastercard enhances its position in the digital banking sector.
  • 'Green Deposits' align with the growing demand for sustainable banking products.
  • Citi's involvement with Jumia taps into the expanding African e-commerce market.

What critics are saying

  • Increased competition from digital platforms like Versana may challenge Citi's market share.
  • Citi's partnership with Jumia exposes it to risks in the volatile African e-commerce market.
  • Regulatory challenges may arise from Citi's collaboration with Mastercard for Google Pay Plex accounts.

What makes Citigroup unique

  • Citi's global reach spans over 160 countries, offering unmatched international banking services.
  • The company integrates ESG initiatives, appealing to environmentally-conscious investors and customers.
  • Citi's technological infrastructure supports innovative solutions in consumer and corporate banking.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

401(k) Company Match

Wellness Program

Paid Vacation

Paid Sick Leave

Paid Holidays

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