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

　　Marketing

　　Customer Experience

　　Full time

　　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.

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　　Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.