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AVP Customer Experience Senior Analyst - UAE Nationals Preferred
AVP Customer Experience Senior Analyst - UAE Nationals Preferred-March 2024
Dubai
Mar 30, 2026
About AVP Customer Experience Senior Analyst - UAE Nationals Preferred

  The Customer Experience Sr Analyst requires a strong analytical background. Should be able to apply in-depth banking process knowledge for the improvement of processes. Evaluate moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Excellent presentation, communication and multi tasking skills are required. Involved in coaching and training of cross functional teams on process changes. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization.

  Requires attention to detail when handling date, making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results.

  Responsibilities:

  Primarily responsible for governance and oversight of the Bank’s Complaint Management function, the role involves :

  Update procedures and set standards for how the complaints function is run and ensure all teams are trained annually

  Ensure appropriate monitoring and quality measures are in place and review findings for service improvements

  Review performance of the Complaints Management unit and ensure we deliver and improve across Citi standards and Regulatory requirements

  Analyze and review data and data quality monthly to surface emergent trends, themes and areas of focus

  Prepare analysis and deep dives for monthly and quarterly management presentations and discuss top themes and actions

  Cross tab complaints data with other data availablethrough surveys and thematic reviews to understand the pulse of clients and identify areas of improvement

  Collaborate with respective themes to understand root cause of client pain points, find solutions, execute and track till closure to reduce overall complaints volume

  Train front end on process changes

  The role caries performance KPIs that need to be met from a delivery and controls stand point

  The role also entails building reports for various internal and external submissions, liaising with auditors and monitoring teams and managing requirements

  Find opportunities to automate and improve service delivery for our clients and improve service standards.

  Contribute to building culture of client obsession within the organization

  Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation. Drive compliance with applicable laws, rules and regulations, adhere to Policy, apply sound ethical judgment regarding conduct and business practices, and escalating, managing and reporting control issues with transparency

  Qualifications:

  10 years of experience in in data analytics or related business role. Can work with SAS, advanced excel skills, excellent in analyzing and developing management presentations

  Understands banking processes across Wealth and Cards in order to lead process improvements

  Good communication skills to effectively collaborate with stakeholders and build comprehensive presentations

  Can multi-task effectively

  Education:

  Bachelors/Masters degree


Job Family Group:

  Marketing

  


Job Family:

  Customer Experience

  


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.

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