Business Analytics Lead Analyst, VP

About the Role:

We are seeking a highly motivated and experienced Business Analytics Lead Analyst to join our dynamic CX Analytics team. This role offers a unique opportunity to play a pivotal role in shaping our customer experience strategy by leveraging data-driven insights. You will be a key contributor in multiple strategic initiatives that seek to understand the emerging drivers of Customer Experience and partner with multiple teams across the firm to design solutions.

This role will be key in empowering the CX organization to proactively address customer concerns in near real-time, significantly improving customer satisfaction and business outcomes. This role requires a blend of technical expertise, business acumen, and strong communication skills to bridge the gap between business stakeholders and offshore technical execution teams. You will be instrumental in translating business needs into technical requirements and ensuring seamless project delivery.

Background:

The CX Analytics team is at the forefront of understanding our customers and their interactions with our brand. We leverage advanced analytics techniques to uncover insights that drive improvements across all customer touchpoints. Our work directly impacts key business decisions and contributes to enhancing customer loyalty and driving revenue growth.

Responsibilities:

• Lead and execute analytical projects:Specifically, you will be involved in:

• Creating an inventory of customer experience data sources:Identify and catalog all relevant sources providing signals about customer experience, including customer service calls/complaints, website feedback, social media, survey feedback, system outages, and incident reports.

• Developing and validating customer pain point identification logic:Build and coordinate the validation of the logic used to identify potential customer concern scenarios across various teams, including CX, Regulatory, Compliance, and Lines of Business.

• Coordinating with technology teams:Work closely with Technology teams to build data pipelines, workflow solutions, and user interfaces.

• Developing the business case for technology build:Partner with CX and Technology teams to create a compelling business case justifying the technology investment for enhancements to customer experience.

• Quantifying the impact on CX metrics:Measure and analyze the impact of initiatives or policy/process changes on key CX metrics such as CPMA, CES, and FCR.

• Quantifying the financial impact:Assess and quantify the financial benefits of accelerated identification and resolution of customer pain points, including impacts on revenue and expenses.

• Collaborate with cross-functional stakeholders:Partner with business and functional teams (e.g., Marketing, Product, Operations) to understand their analytical needs, gather requirements, and translate them into technical specifications for the offshore execution teams.

• Manage offshore technical execution teams:Provide clear direction, guidance, and support to offshore teams responsible for data processing, report development, and other technical tasks. Ensure timely and accurate delivery of project deliverables.

• Develop and maintain reporting dashboards:Create and maintain interactive dashboards and reports to monitor key CX metrics and provide ongoing insights to stakeholders.

• Communicate findings and recommendations:Present analytical findings and recommendations to various audiences, including senior management, using clear and concise language, compelling visualizations, and data storytelling techniques.

• Mentor and coach junior analysts:Provide guidance and support to junior team members, fostering their analytical skills and professional development.

• Stay up-to-date with industry best practices:Continuously research and evaluate new analytical tools, techniques, and methodologies to enhance the team's capabilities.

Qualifications:

• 6-10 years of experience

• Experience as an Operations Research Analyst, Analytics Manager, Strategic Business Analyst or related position performing quantitative analytics supporting financial services

• Experience managing analysts performing data analysis ideally in an offshore location

Education:

• Bachelors/University degree, Master’s degree preferred

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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