Job Description

What do we do? The US Personal Banking - Digital Servicing Analytics team provides analytical insights to digital adoption and customer engagement within the Citi US Personal Banking business. The team works on business problems focused on driving hi

What do we do The US Personal Banking - Digital Servicing Analytics team provides analytical insights to digital adoption and customer engagement within the Citi US Personal Banking business. The team works on business problems focused on driving higher digital adoption and engagement, higher revenues, lower expenses and improvements in customer experience on the digital platform. Role Description This opening is for a Vice President role in the team This is a 'Manager of managers' role, and will have people managers as direct reports The role will report to the Sr. Vice President (SVP) leading the Digital Servicing Analytics and Customer Experience teams Focus Areas The role involves providing analytical insights & business recommendations to the US Personal Banking - Digital and Customer Experience (CX) function within the Citi US Personal Banking business Some of the key business problems the team focuses on include Identify and reduce points of friction in the digital ecosystem (website/ app) Assess digital engagement and digital potential to enable targeted actions on customers to improve digital feature adoption Provide an optimized and personalized navigation experience on our digital platform, leveraging customer profile and online interaction behavior Enable relevant non marketing recommendations to customers on our digital platform Enable business to identify the need to focus or defocus certain group of customers or channels or touchpoints to optimize the spend and return on investment Expertise Required: Soft Skills Ability to understand complex business problems, break them down into simpler solvable parts and develop analytical approaches to tackle them Ability to drive clear and comprehensive communication flow between business stakeholders and the team and vice versa, translating analytical findings into key insights and actionable recommendations Entrepreneurial mindset - Enthusiasm, commitment and business savvy to navigate the many technical, data, governance, organizational considerations that can emerge Building and managing high performance teams Ability to coach and mentor team members on an ongoing basis Ability to drive analytics initiatives from ideation through production and adoption to tackle strategic business priorities Comfort on working with ambiguity and open-ended questions Strong collaboration skills to work effectively and co-create along with multidisciplinary teams Contribute to organizational initiatives in wide ranging areas including competency development, training, organizational building activities etc. Analytical Skills Proficient in converting business problems into analytical frameworks Must possess strong acumen in data, quantitative analytics and problem solving Strong logical reasoning ability, be able to solve structured and unstructured problems using data and analytics Experience in usage of different analytical techniques, like segmentation, predictive modeling, time series forecasting, hypothesis testing, optimization etc. Be able identity the need for the type of analytical models/solution and the business problem that problems that can be applied to Established competency in working with data from multiple sources Domain Skills Experience in digital analytics across improving digital engagement and adoption, and identifying ways to create a seamless experience for customers through digital channels Knowledge of credit card and/or retail banking business Knowledge of digital analytics tools (e.g. SiteCatalyst, Adobe Sales force) Knowledge of digital channels, customer touchpoints and customer journey's Knowledge and application of NLP, NLG in the area of customer experience Understanding of customer life cycle in financial services industry Business analytics experience in banking or financial services industry Education and Experience: MBA / master's degree in economics / Statistics / Mathematics / Information Technology / Computer Applications / Engineering from a premier institute, or BTech / B.E in Information Technology / Information Systems / Computer Applications Postgraduate in - Computer Science, Mathematics, Operations Research, Statistics, Econometrics, Management Science and related fields 10 to 14 years of hands-on experience in business analytics Job Family Group: Decision Management Job Family: Specialized Analytics (Data Science/Computational Statistics) 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') 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 . View the '' poster. View the . View the . View the