Digital PM Analyst

The Wealth and Lending team in the Digital Self-Service organization is responsible for innovating and maintaining our automated telephone systems. The team develops and executes a roadmap that delivers best-in-class services for our customers and internal stakeholders.

The Digital PM Analyst 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. Strong 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:

• Ability to generate technical requirements from high-level business requirements

• Responsible for building new products and services, working with data to continually optimize the platform

• Develop relationships with the engineering organization to turn pain points into prioritized requirements and using usability studies, metrics and competitive analysis to understand the platform and business needs for the platform

• Understand how a global matrixed organization operated and functions, and thrive in this type of environment

• Innovate and seek out new solutions

• Contribute to the platform product portfolio and roadmap

• Responsible for working collaboratively with the engineering organization to make trade off decisions on the platform product features, to determine release goals, to monitor feature development by maintaining bug catalogs at the feature level, to review product demos against acceptance criteria and to monitor platform performance, adoption, and operational health for feature sets

• 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:

• 5-8 years of experience

• Experience with writing technical requirements

• Familiarity with architectural maps and systems diagrams of complex contact center architecture

• Sharp; think on your feet, quickly come up with innovative solutions and always one step ahead

• Consumer-centric; empathetic towards the customer with the ability to put yourself in their customer's shoes

• Obsession for digital products

• A willingness and appetite to do what it takes to take the product from concept to launch

• Distinct analytical background with the ability to find data, identify and run tests, distil the results quickly and turn it into actionable insights

• Consistently demonstrates clear and concise written and verbal communication

• Great team member and partner

Education:

• Bachelor’s/University degree or equivalent experience

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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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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