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 weekly, monthly data gathering for regulator exams and follow-up requests

　　Support monthly USCCM & CFPB reporting and analysis activities

　　Support weekly, monthly and ad hoc analyses with best-in-class tools to deliver timely, precise, and actionable insights across a variety of forums and publications

　　Maintain a high degree of compliance excellence by managing all VOC 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

　　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, and with the ability to interface (both orally and written) with executive management, business unit management, associated staff, and other significant business partners in a professional manner

　　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.

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　　Citi is an equal opportunity and affirmative action employer.

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