Customer Experience Analytics Manager

The CX Analytics Senior Lead is a strategic professional who closely follows latest trends in own field and adapts them for application within own job and the business. Typically a small number of people within the business that provide the same level of expertise. Excellent communication skills required in order to negotiate internally, often at a senior level. 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. Accountable for significant direct business results or authoritative advice regarding the operations of the business. Necessitates a degree of responsibility over technical strategy. Primarily affects a sub-function. Responsible for handling staff management issues, including resource management and allocation of work within the team/project.

Responsibilities:

• Provide insight to Drive business decisions based on online behavioral tracking and, where necessary, the inclusion of offline data, working closely with business teams to identify and explore opportunities to cross-sell services and support new client acquisitions.
• 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:

• 10+ years of experience in digital customer analytics; managing stakeholders and influencing others

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.

• The Customer Experience Analytics Manager is a strategic professional who closely follows latest trends in own field and adapts them for application within own job and the business.
• Drive the development of customer experience transformation that enable achievement of the CX strategic transformation initiative - Client Obsession 10x.
• Work in close partnership with multiple stakeholders to design solutions to leverage insights from advanced CX analytics and modelling
• Lead design of experiments to measure the impact of discrete enhancements in improving customer experience.
• Derive analytical insights that enable hyper personalization of customer experience
• Excellent communication skills required in order to negotiate internally, often at a senior level.
• Accountable for significant direct business results or authoritative advice regarding the operations of the business.

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