Customer Experience Sr Analyst

The Customer Experience Ld Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• Responsible for managing the Bottom-up Net Promoter Score (NPS) program, and providing reporting and analytics for NPS and related metrics in support of programs.
• managing survey program, monitoring NPS Performance and understanding key drivers of changes to this metric, Producing periodic reporting on score Performance and delivering customized analytic deep dives to better understand NPS performance.
• Leverages best in class tools, experience in quantitative research programs, analytics and a deep understanding of process to help drive improvements to key customer experience metrics.
• Responsible for the creation and distribution of daily, weekly, Monthly and quarterly reports for senior leadership to help gauge Performance targets
• Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience
• develop methodology for goal setting in conjunction with senior leadership and input from Human Resources.
• Create and deliver presentation content to broad audiences
• Interprets customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy
• Support platform implementation, including redesign of survey and reporting as well as establishing new metric targets
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 6-10 years of experience in customer service, operations or customer experience role with background in running reports and analyzing data

Education:

• Bachelor's/University degree, Master's degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Marketing
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Job Family:
Customer Experience
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Time Type:
Full time
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