The Process Improvement Lead Analyst is a senior-level position responsible for leading the end‑to‑end design, execution, and delivery of dispute modernization initiatives through the implementation of emerging technologies, including AI/ML, Robotic Process Automation (RPA), and Business Process Management (BPM) solutions. This role acts as the business architect and focal point for multiple Dispute transformation initiatives, owning delivery from business needs identification through implementation, testing, validation, and change management. The position partners closely with Operations, Technology, Risk, Compliance, and other cross‑functional stakeholders to ensure solutions are aligned with operational, regulatory, and organizational objectives and deliver measurable, sustainable outcomes.
Responsibilities:
Lead the end‑to‑end implementation of emerging technology solutions (AI/ML, RPA, BPM, advanced analytics) across the Disputes organization.
Translate operational, regulatory, and organizational objectives into clear technology transformation roadmaps and business requirements with defined milestones, KPIs, and tangible business outcomes.
Serve as business architect for the Dispute organization, ensuring solutions are scalable, compliant, and aligned to enterprise strategy.
Drive continuous improvement by identifying opportunities to automate, digitize, and streamline dispute processes.
Act as the primary liaison between business operations and technology teams, ensuring requirements are clearly defined, prioritized, and delivered as intended.
Experience leading transformational efforts through automation of manual processes leveraging BPM, RPA or PLM applications
Experience performing end-to-end gap assessments, thorough root cause analysis and formulating recommendations to address findings
Perform User Acceptance Testing and platform rollouts
Serve as technical authority for an area within the business providing advice and counsel related to the technology or operations of the business as well as provide operational assistance
Perform analysis to define problems, develop innovative solutions, streamline operational processes and expand Operations capabilities for new products and services
Communicate regularly with all Operations teams and departments
Analyze existing operational processes and apply creativity to complex situations, as needed
Has the ability to operate with a limited level of direct supervision.
Can exercise independence of judgement and autonomy.
Acts as SME to senior stakeholders and /or other team members.
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.
Proven track record leading complex initiatives and setting direction on execution of transformational efforts
Ability to collaborate and partner with cross-functional teams to obtain proper buy-in prior to implementation of initiatives
Coaching and mentoring skills to develop less-experienced teammates
Effective communication skills to report health status and progress of initiatives to senior leadership teams and stakeholders
Strong analytical skills to perform business modeling and data model analyses
Qualifications:
6-10 years of experience
Demonstrated experience leading large-scale business process improvements or business modernization efforts to include the implementation of emerging technologies, business architecture/design business modernization or automation initiatives.
Strong understanding of dispute, claims, or financial operations and associated regulatory requirements.
Proven ability to work across business and technology organizations and influence without direct authority.
Demonstrated problem-solving and decision-making skills
Consistently demonstrates clear and concise written and verbal communication skills
Knowledge of Reg E, Reg Z, UDAAP, Network Rules (VISA, Master Card, NACHA) are a plus.
Knowledge of PEGA preferred but not required
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
This position will be hybrid (i.e. working a couple of days each week on-site and from home)
------------------------------------------------------
Job Family Group: Operations - Core------------------------------------------------------
Job Family:Operations Support------------------------------------------------------
Time Type:Full time------------------------------------------------------
Primary Location:Sioux Falls South Dakota United States------------------------------------------------------
Primary Location Full Time Salary Range:$93,440.00 - $140,160.00
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.
------------------------------------------------------
Most Relevant Skills Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
Anticipated Posting Close Date:Oct 22, 2026------------------------------------------------------
Automated Processing and AIWe use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.
Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
Illinois residents – AI Notice and Right
------------------------------------------------------
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.
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 Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
Skills Required
- 6-10 years of professional experience
- Experience leading large-scale business process improvement or business modernization initiatives
- Experience implementing emerging technologies, business architecture, modernization, or automation initiatives
- Strong understanding of dispute, claims, or financial operations and related regulatory requirements
- Ability to work across business and technology organizations and influence without direct authority
- Problem-solving and decision-making skills
- Clear and concise written and verbal communication skills
- Experience leading transformational efforts involving BPM, RPA, or PLM applications
- Experience with gap assessments, root-cause analysis, recommendations, User Acceptance Testing, and platform rollouts
- Strong analytical skills, including business modeling and data model analysis
- Knowledge of Reg E, Reg Z, UDAAP, VISA, Mastercard, or NACHA network rules
- Knowledge of PEGA
Citi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Citi and has not been reviewed or approved by Citi.
-
Healthcare Strength — Health coverage is presented as comprehensive, including free in-network preventive care, mental-health resources, and the Be Well Program. Materials also state new hires have access to health and insurance benefits from the outset.
-
Retirement Support — The retirement plan offers a $1-for-$1 match up to 6% of eligible pay. New employees are eligible for the plan, with automatic enrollment after 90 days if they do not enroll themselves.
-
Inclusive Benefits Coverage — Benefits highlight fertility treatment coverage, adoption/surrogacy reimbursement up to $30,000, and disability coverage. Coverage extends to spouses and domestic partners regardless of gender identity or sexuality, with gender-affirming care-related support noted.
Citi Insights
What We Do
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities. We are Citi, the global bank – an institution connecting millions of people across hundreds of countries and cities.
.png)
