Job Description

We live in an increasingly complex world. Companies these days are either born global or are going global at record speed. Business and geopolitics are forging an entirely new dynamic and consumers now expect financial services to be a seamless part of their digital lives. Citi is a bank that\xe2\x80\x99s uniquely positioned for this moment. Through our vast global network and our on-the-ground expertise, we can connect the dots, anticipate change and empathize the needs of our clients and customers in ways that other banks simply cannot.

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we\'ve been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients \xe2\x80\x93 whether they be consumers, corporations, governments or institutions \xe2\x80\x93 to help them meet their biggest opportunities and face the world\'s toughest challenges.

Whether you\xe2\x80\x99re at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you\xe2\x80\x99ll have the opportunity to expand your skills and make a difference at one of the world\xe2\x80\x99s most global banks. We\xe2\x80\x99re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You\xe2\x80\x99ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

We\xe2\x80\x99re currently looking for a high caliber professional to join our team as Assistant Vice President, Client Experience - Hybrid (Internal Job Title: Assistant Vice President \xe2\x80\x93 C12) based in Chennai, India. Being part of our team means that we\xe2\x80\x99ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That\xe2\x80\x99s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

We empower our employees to manage their financial well-being and help them plan for the future.

Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

In this role, you\xe2\x80\x99re expected to:

The Assistant Vice President - Customer Experience is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates 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. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits 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. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

Manage our voice of client platform administration (NPS, Mystery Shopping programs) This will involve reviewing criteria, data set, frequency, questionnaires and report formats and ensuring accuracy in delivery and timeliness

Gain a deep understanding of the challenges and opportunities facing our business through analysis of feedback from customers

Collaborate on structuring effective and efficient process changes that will meet the strategic needs of solving customer pain points and track till implementation

Manage and track experiences for key customer segments and analyze points for improvement

Responsible for trend analysis, delivering standard and adhoc presentations to Senior Management and various stakeholders

Responsible for sorting data from various systemic applications and designing custom final report formats

Responsible for governance, completion of MCA and reviews QC

Report issues with report application (query and data issues)

Liaise with various business partners to support different projects

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.

Assist with the re-engineering process by automating the initial builds for the reports.

Analytical skills to evaluate information from multiple sources.

Responsible for creating monthly trend reports, including segment specific support

As a successful candidate, you\xe2\x80\x99d ideally have the following skills and exposure:

Qualifications:

Overall 12-15 years of experience with 8-10 years in data analytics, client experience, process re-engineering or business teams

Experience providing project or product leadership and performing qualitative and quantitative research

Experience in project management

Education:

Bachelors/University degree or equivalent experience

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you\xe2\x80\x99ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei



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\xe2\x80\x9d) 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 .

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