The US Client Experience (CX) organization is responsible for providing insights and analytics, developing strategies, and implementing action plans to drive best in class customer experience within Citi.

　　The VP, CX Insights Management is responsible for leading the analysis of key Voice of the Customer (VOC) metrics throughout the US Consumer Banks various line of business programs. This position requires a proven customer experience professional with a diverse set of analytical, project management, and interpersonal skills to drive stakeholder and partner value. This incumbent is passionate about understanding consumer behavior, with a strong desire to join a dynamic, engaged, and high-achieving team.

　　Key Responsibilities:

　　Lead effort to ensure team gains ability to deploy tableau dashboards (alleviates significant tracking and manual data protection activities fulfilled on every analysis).

　　Support data joins and data integrations to enrich complaint data with Sentiment, Sentiment Transitions, Interaction Duration and Customer Effort.

　　Support automation projects and data quality activities that have the potential to impact complaints.

　　Support Text Analysis software onboarding and deployment

　　Maintain a high degree of compliance excellence by managing all program documentation and reporting, and be responsible for timely updates and accuracy

　　Skills:

　　Highly analytical with a data-driven mindset and attention to detail. Able to analyze customer experience metrics both quantitatively and qualitatively across a variety of techniques, tools and data sets

　　Strong problem solver and looks for ways to increase efficiency, strength in ability to review existing processes and policies to identify breakdowns and roadblocks

　　Fearless leadership approach; able to change status quo thinking and drive customer experience improvements

　　Excellent organizational and time-management skills, particularly within a fast-changing, high-priority environment

　　Ability to work independently, manage multiple and/or shifting priorities and produce professional and accurate work product, sometimes under time constraints with a high sense of urgency

　　Qualifications:

　　6 years of relevant professional experience

　　Bachelor's degree required, MBA preferred

　　Thorough understanding of Customer Experience Principles, and performance measurement methodologies of Complaints management

　　Prior experience managing formal and informal projects including, but not limited to working with technology, analytics, front-office lines of business, and third party partners

　　Expert proficiency with Microsoft Office applications; particularly MS PowerPoint and Excel

　　Knowledge with forecasting techniques, and methodologies, as well as tools used to execute (SAS, R, Python)

　　Knowledge with text analytic methodologies, modeling and data querying techniques using SaaS tools (Hadoop, SQL, HUE, Teradata, Tableau, Qlik

　　This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

　　Marketing

　　Customer Experience

　　Full time

　　Jacksonville Florida United States

　　$85,680.00 - $128,520.00

　　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) .

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　　Citi is an equal opportunity and affirmative action employer.

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